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Thomson Reuters · 17 hours ago

Manager, Customer Success

Eagan, MN

Full-time

Hybrid

Mid, Senior Level

$147K/yr - $273K/yr

Thomson Reuters is a leading provider of trusted content and technology for professionals across various industries. They are seeking a Manager of Customer Success to lead a team of Customer Success Managers while managing a portfolio of enterprise customers, focusing on delivering best-in-class customer success practices and driving outcomes for their accounts.

AdviceAnalyticsFinancial ServicesManagement ConsultingProfessional ServicesRisk ManagementSoftware

Responsibilities

Own a portfolio of enterprise and strategic customers across our Tax and Trade solutions

Build and execute customer success plans (CSPs), lead executive business reviews (EBRs), and executive check-ins

Track product usage, time-to-value, and leading indicators to proactively manage customer health and escalate risk early

Identify and drive expansion opportunities within your assigned portfolio, collaborating with Sales on strategy and execution

Model best-in-class customer success practices

Hire, coach, and hold CSMs accountable to develop and demonstrate strong skills in customer relationship management, problem-solving, and strategic account planning

Set and monitor clear performance metrics tied to adoption, retention, expansion, and customer advocacy

Ensure high-quality, consistent delivery of CSPs, EBRs, and proactive check-ins across the team

Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs

Partner closely with Sales, Product, Customer Support, Professional Services, Engineering, and Enablement to remove blockers and accelerate outcomes

Use Gainsight, Salesforce, and related tooling to maintain accurate account data, health scores, and activity tracking for your team

Lead by example and build a culture of customer focus, accountability, rigor, and continuous improvement within the team

Qualification

Customer Success ManagementGainsightSalesforceTax SolutionsTeam LeadershipAccountabilityCommunication SkillsProblem-SolvingStrategic ThinkingCollaboration

Required

Proven record driving retention, adoption, and expansion with enterprise/strategic accounts while owning a book of business

Strong executive presence with excellent communication and stakeholder management

Strong business acumen and problem-solving; able to manage the full customer journey

Demonstrated curiosity, learning agility, proactivity, urgency, strategic thinking, collaboration, and accountability

Aligned to TR values: obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together

Bachelor's degree required

Ability to travel up to 25%

Preferred

Experience mentoring, leading, or managing CSM teams (SaaS preferred); tax, trade, or ERP experience is a plus

Hands-on experience with Gainsight and Salesforce (or similar CS/CRM tools); Gong or similar is a plus

Familiarity with ONESOURCE, Pagero, or comparable tax/trade solutions, and understanding of SaaS/cloud delivery

Master's degree a plus

Benefits

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.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees.

These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws.

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.