Customer Success Executive

Summary of the Role

The Customer Success Executive plays an integral role in increasing customer satisfaction and brand loyalty for a fast‑growing, award‑winning software company. The role involves driving growth and expansion of existing customer accounts through upselling, cross‑selling, and enhancing customer engagement to ensure success and revenue growth.

• Client Relationship Management: Own the entire relationship with assigned accounts, including adoption, expansion, retention, and satisfaction. Identify at‑risk accounts and develop plans to address their concerns and improve their experience.
• Product Expertise: Develop a thorough understanding of our solutions and service offerings to better upsell and cross‑sell to customers. Assist in product launches.
• Drive Sales Growth: Identify and manage upselling and additional purchase opportunities to customers, achieving and exceeding sales targets and KPIs.
• Spread the Word: Promote customer success stories and case studies to highlight the value of our solutions.
• Customer Journey Expertise: Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Data Analysis: Analyze customer data to identify trends, opportunities, and areas for improvement.
• Collaboration: Work with Marketing, Sales, and Product teams to support the development of marketing initiatives and ensure products continuously meet or exceed client expectations.
• Professional Development: Invest in ongoing self‑development to acquire industry‑relevant skills necessary to satisfy customer needs.

• Bachelor’s degree from an accredited college/university or equivalent work experience.
• 2+ years of experience as a Customer Success Manager.
• Experience in the SaaS industry preferred.
• Experience in the tax and accounting industry or similar is a plus.
• Passion for technology; comfortable with web‑based applications.
• Exceptional time‑management skills and ability to prioritize multiple tasks in a fast‑paced environment while meeting critical deadlines.
• Excellent presentation and communication skills for diverse audiences.
• Experience providing high‑level client support and building relationships with clients and team members.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Self‑motivated with a consistent schedule and ability to train clients who may have no understanding of the product.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).

• Hybrid Work Model: Flexible hybrid environment (2‑3 days per week in the office or remote). Seamless digital and physical connectivity.
• Flexibility & Work‑Life Balance: “Flex My Way” policies support personal and professional responsibilities, including up to 8 weeks of remote work per year.
• Career Development: Continuous learning programs, skill‑first approach, and growth opportunities in an AI‑enabled future.
• Competitive Benefits: Includes flexible vacation, two company mental health days, Headspace app access, retirement savings, tuition reimbursement, employee incentive programs, and wellness resources.
• Culture: Recognition for inclusion, belonging, flexibility, and work‑life balance. Core values:
  Obsess over Customers, Compete to Win, Challenge Your Thinking, Act & Learn Fast, Stronger Together.
• Social Impact: Two paid volunteer days per year and ESG initiatives.
• Real‑World Impact: Contribute to justice, truth, and transparency worldwide through client solutions.

Target total cash compensation range for eligible U.S. locations: $104,300 – $193,700 (inclusive of base pay and target sales incentive).

Thomson Reuters is a committed Equal Employment Opportunity Employer. We pursue recruitment based on talent and legal compliance, regardless of race, color, sex/gender, pregnancy, gender identity, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification. We provide a drug‑free workplace and accommodate applicants with disabilities.

If you require accommodations during the recruiting process, contact Human Resources  Accommodations include sign language interpreters, accessible interview rooms, assistive technology, and other relevant resources.