Thomson Reuters · 1 week ago
Manager, Customer Success
Eagan, MN
Full-time
Hybrid
Mid, Senior Level
$147K/yr - $273K/yrThomson Reuters is looking for a Manager of Customer Success to lead a team of Customer Success Managers and manage a focused book of enterprise customers. The role involves building customer success plans, tracking customer health, and driving expansion opportunities, while also mentoring and developing the CSM team.
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
Required
Experience mentoring, leading, or managing CSM teams (SaaS preferred)
Passion for developing people and building high-performing teams; you lead with empathy, clarity, and accountability
Proven record driving retention, adoption, and expansion with enterprise/strategic accounts while owning a book of business
Hands-on experience with Gainsight and Salesforce (or similar CS/CRM tools)
Familiarity with ONESOURCE, Pagero, or comparable tax/trade solutions, and understanding of SaaS/cloud delivery
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
Tax, trade, or ERP experience is a plus
Gong or similar is a plus
Master's degree a plus
Benefits
Flex My Way
Grow My Way programming
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
Competitive health, dental, vision, disability, and life insurance programs
Competitive 401k plan with company match
Paid time off
Paid holidays
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
Employee Stock Purchase Plan
Company
Thomson Reuters
Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets.
Founded in 2008
10001+ employees
H1B Sponsorship
Thomson Reuters has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (5)
Funding
Current Stage
Public CompanyTotal Funding
unknown1995-11-20IPO
Leadership Team
Steve Hasker
President and CEO
Michael Eastwood
Chief Financial Officer
Recent News
International Accounting Bulletin
2026-01-19
Beyond Bylines
2026-01-11
Company data provided by crunchbase