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About the Role

The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features.

Responsibilities

Serve as the primary trusted advisor for your customer portfolio, ensuring clients fully adopt and leverage our Tax & Trade solutions to achieve their business and compliance objectives.
Cultivate and sustain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing engagement, support, and strategic guidance.
Design and execute tailored customer success plans aligned to each customer’s objectives, regulatory context, and maturity, ensuring measurable outcomes and value realization.
Proactively identify retention and churn risks, develop targeted mitigation strategies, and triage issues with the appropriate internal teams to protect customer outcomes and renewals.
Conduct regular customer check‑ins and Executive Business Reviews (EBRs) to review progress, align on priorities, and proactively address risks or opportunities.
Monitor and analyze product usage and adoption trends, identifying barriers to adoption and implementing targeted strategies to increase engagement, feature utilization, and customer health.
Track and manage key success metrics, including customer health scores, adoption of new features, time to first value, and overall satisfaction.
Collaborate closely with Sales to support renewals and identify expansion opportunities, including upsell and cross‑sell initiatives, while helping customers evolve and challenge their goals.
Act as the voice of the customer, gathering insights and feedback to inform product development, roadmap prioritization, and go‑to‑market strategies.
Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions.
Partner cross‑functionally with Sales, Product, Marketing, and other internal teams to align customer success initiatives with broader business objectives and strategic account plans.

Requirements

3–5 years of relevant experience in Customer Success, Account Management, Consulting, or a client‑facing role within SaaS, Tax, Trade, Regulatory, or Financial Services environments.
Strong interest in technology and software solutions, with a willingness to learn and work with innovative, AI‑enabled products.
Proven ability to build trusted, long‑term customer relationships and engage effectively with stakeholders at multiple levels.
Analytical mindset with the ability to interpret usage data, adoption metrics, and customer health indicators to drive proactive action.
Excellent communication, presentation, and stakeholder‑management skills.
Positive, customer‑centric attitude with strong problem‑solving capabilities and a proactive approach to managing risk and change.
Demonstrated ability to work effectively in cross‑functional teams, contributing to shared goals and exceptional customer experiences.
Comfortable operating in a regulated and detail‑oriented domain, balancing customer needs with compliance and product best practices.

Skills

Customer Success
Account Management
Consulting
Client-facing
SaaS
Tax
Trade
Regulatory
Financial Services
Technology
Software Solutions
AI-enabled products
Relationship Building
Stakeholder Engagement
Analytical Skills
Data Interpretation
Communication
Presentation
Stakeholder Management
Problem-Solving
Cross-functional Teamwork
Product Development
Roadmap Prioritization
Go-to-market Strategies

Location

Hybrid

Work Type

Hybrid
Full-time

Experience Level

3-5 years

Education Level

Bachelor's degree (preferably in Law, Business, Finance, Economics, or a related field) or equivalent professional experience

Benefits

Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Hybrid Work Model
Flex My Way policies
Work from anywhere for up to 8 weeks per year
Career Development and Growth opportunities
Grow My Way programming
Two paid volunteer days off annually

About the Company

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions.
We serve professionals across legal, tax, accounting, compliance, government, and media.
Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency.
Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments.
At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them.
Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals.

Equal Opportunity

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law.
Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.