Customer Success Manager, Coverage - Audit

Overview

As a Customer Success Manager – Open Coverage, you will own the post‑sale relationship for a portfolio of customers, ensuring they achieve measurable value and remain engaged throughout their lifecycle. You’ll drive product adoption, monitor customer health, and proactively mitigate churn risks, while collaborating with internal teams to support renewals, identify upsell opportunities, and deliver a seamless customer experience.

• Manage post‑sale relationships for a portfolio of accounts.
• Drive product adoption, usage, and customer satisfaction.
• Monitor customer health and address risks before they escalate.
• Collaborate with Account Specialists on renewals and upsell opportunities.
• Conduct regular check‑ins and business reviews to align on goals and outcomes.
• Leverage data and insights to prioritize outreach and inform engagement strategies.
• Maintain CRM and Customer Success tools for visibility and accountability.
• Contribute to process improvements and internal initiatives that enhance the CS function.
• Own the end‑to‑end renewal process for a portfolio of customers.
• Manage quoting, contract execution, and renewal forecasting.
• Identify and execute low‑complexity upsell and cross‑sell opportunities.

• Qualified Lead Generation:
  High‑quality leads passed to Sales from customer engagements.
• Customer Health Score:
  Composite score reflecting engagement, product usage, and satisfaction.
• Utilization:
  Rate of product usage and adoption within assigned accounts.
• Retention:
  Renewing clients during peak product renewal times.

You thrive in dynamic environments, balancing proactive engagement with data‑driven decision‑making. You are naturally curious, empathetic, and passionate about helping customers succeed. You can move territories seamlessly when open coverage is needed and engage with a new book of business effortlessly to provide value to your client list.

• Relationship Builder – excel at creating strong, long‑term partnerships and can influence at all levels.
• Customer Advocate – put the customer at the center of every decision and deliver measurable value.
• Strategic Thinker – align customer goals with business outcomes.
• Data‑Driven – use insights and metrics to guide decisions and prioritize actions.
• Collaborative Leader – work seamlessly across teams and mentor others in the Customer Success function.
• Adaptable & Proactive – anticipate challenges, act quickly, and continuously seek ways to improve processes and outcomes.

• Bachelor’s degree in Business, Marketing, Communication, or related field (or equivalent experience).
• 1–3 years in Customer Success, Account Management, or a similar role within a SaaS company.

• Strong relationship‑building and communication skills.
• Customer‑centric mindset focused on delivering value.
• Ability to manage a portfolio of accounts with varying needs.
• Proficiency in CRM and Customer Success platforms.
• Organized, proactive, and comfortable working cross‑functionally.

• Hybrid work model: 2–3 days per week in the office, with up to 8 weeks of remote work per year.
• Flexible vacation and time‑off policies, including mental health days.
• Comprehensive benefits: health, dental, vision, disability, life insurance, retirement plan with company match, tuition reimbursement, and wellness programs.
• Career development opportunities and learning resources.
• Employee incentive programs and support for personal and professional growth.

Thomson Reuters is a proud Equal Employment Opportunity Employer providing a drug‑free workplace. We are committed to creating a diverse and inclusive environment and make reasonable accommodations for applicants with disabilities. Our opportunities are available to all qualified individuals regardless of race, color, sex/gender, pregnancy, gender identity, national origin, religion, sexual orientation, disability, age, marital status, citizenship, veteran status or any other protected classification under applicable law.