Customer Success Manager

Customer Success Manager

Are you passionate about building meaningful relationships and empowering customers to achieve their goals, while driving success for both them and the company?

Customer Success is not just a function or team at Thomson Reuters, but also our reason for doing business. We measure our success based on the prioritization of our customers needs and goals. The relationship we create with our customers determines the future benefits for them and our company.

The CSM is assigned a book of business specific to Concierge and / or Advisory customers, responsible for the development of customers knowledge on their suite of offerings. The CSM will manage these customers to drive performance towards Thomson Reuters strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with growth and retention of customers.

In this opportunity as a Customer Success Manager, you will :

• Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes.
• Develop and share best practices and Customer Success Plans, collaborating with internal teams like Sales and Professional Services.
• Monitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustments.
• Identify and activate commercial growth opportunities, recommending improvements based on customer maturity and working closely with the commercial team.
• Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration.
• Leverage technology tools (e.g., Gainsight, Salesforce) to manage client information, pipeline, and financial forecasts accurately.
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.

You are a fit for the role of Customer Success Manager if you have :

• 8+ years of professional experience, with a minimum of 3 years experience in customer success.
• 4-year college degree required, masters degree or equivalent preferred.
• Experience in Global Trade highly preferred.
• Gainsight, Salesforce, or Pagero user experience a plus.
• Functional / technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus.
• Experience working in and around cloud software solutions and cloud delivery models.
• Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solving.
• Ability to travel, 25%

• 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. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth :
  By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• 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. We live by our values :
  Obsess over our Customers, Compete to Win, Challenge (Y) our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact :
  Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and…