Thomson Reuters US | Manager, Customer Success - Tax

Responsibilities

• Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.
• As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals.
• As the Manager of Customer Success, you will lead a team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across both HVA and Growth customer segments.
• This leadership role combines people management, operational excellence, and strategic vision to ensure customers achieve measurable outcomes while the team delivers exceptional experiences.
• You will set priorities, coach team members, and partner cross-functionally to align Customer Success initiatives with business objectives.
• Success in this role means building a high-performing team, fostering a culture of customer advocacy, and driving metrics that matter.
• Team Leadership: Manage and develop a team of Customer Success Managers supporting both high-value and emerging accounts.
• Performance Management: Set goals, monitor KPIs (retention, utilization, health scores), and ensure accountability.
• Customer Strategy: Oversee Success Planning and engagement strategies for different customer segments.
• Cross-Functional Partnership: Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
• Process Optimization: Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
• Escalation Management: Act as the point of contact for critical issues and executive-level customer interactions.
• Talent Development: Recruit, onboard, and mentor team members to build skills and career growth.
• Data-Driven Insights: Use analytics to inform strategy, forecasts risks, and identify opportunities for expansion.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.
• Pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity.

Required qualifications

• Proven track record of driving retention, adoption, and team performance.
• Proficiency in CRM and Customer Success platforms; strong analytical skills.

Thomson Reuters Corporation

Thomson Reuters took its present form in April 2008, when the Canadian information group The Thomson Corporation acquired Reuters Group, the news business Paul Julius Reuter had started in London in 1851. Based in Toronto, it is listed on the Toronto Stock Exchange and Nasdaq as TRI, and the Thomson family controls it through The Woodbridge Company. It serves lawyers, tax and accounting firms, corporate finance and legal teams and government bodies with research content and software such as Westlaw, Practical Law, ONESOURCE and CoCounsel, and it runs the Reuters news agency. In 2018 it sold a majority stake in its financial and risk business, which became Refinitiv.

• Industry: Information, software and AI tools for legal, tax and accounting, corporate and government professionals, plus the Reuters news agency
• Headquarters: Toronto, Canada (Thomson Reuters Corporation, listed on the Toronto Stock Exchange and Nasdaq as TRI)