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Thomson Reuters · 4 hours ago

Manager, Customer Success - Tax

Ann Arbor, MI

Full-time

Hybrid

Mid, Senior Level

$147K/yr - $273K/yr

5+ years exp

Thomson Reuters is a global leader in providing trusted content and technology for professionals across various sectors. The Manager of Customer Success will lead a team responsible for enhancing customer satisfaction and retention by driving adoption and ensuring exceptional experiences for clients.

AdviceAnalyticsFinancial ServicesManagement ConsultingProfessional ServicesRisk ManagementSoftware

Responsibilities

Manage and develop a team of Customer Success Managers supporting both high-value and emerging accounts

Set goals, monitor KPIs (retention, utilization, health scores), and ensure accountability

Oversee success planning and engagement strategies for different customer segments

Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience

Identify and implement scalable processes, tools, and best practices to improve efficiency and impact

Act as the point of contact for critical issues and executive-level customer interactions

Recruit, onboard, and mentor team members to build skills and career growth

Use analytics to inform strategy, forecast risks, and identify opportunities for expansion

Qualification

Customer Success ManagementPeople ManagementSaaS ExperienceCRM ProficiencyAnalytical SkillsProcess OptimizationData-Driven InsightsTeam LeadershipCross-Functional Collaboration

Required

Bachelor's degree in Business, Marketing, Communication, or related field (or equivalent experience)

5+ years in Customer Success or Account Management within a SaaS environment

2+ years of people management experience leading Customer Success or similar teams

Proven track record of driving retention, adoption, and team performance

Proficiency in CRM and Customer Success platforms; strong analytical skills

Benefits

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.

Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.

Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.

Social Impact: Make an impact in your community with our Social Impact Institute.

Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.

Market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.

Competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.

Optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.