Customer Success Director
Singapore
Listed on 2026-06-23
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Finance & Banking
The Customer Success Director for E-Invoicing, Tax & Compliance is responsible for driving adoption, retention, and expansion across our most valuable tax, accounting, and compliance customers. This role serves as the primary strategic advisor and trusted partner to C‑suite executives and senior stakeholders at tier‑1 corporations.
This position requires deep understanding of tax operations, regulatory compliance, e‑invoicing mandates, indirect tax (VAT/GST), corporate tax, and financial reporting requirements. The Senior CSM will orchestrate complex, multi‑stakeholder engagements across finance, tax, accounting, treasury, and IT departments while driving measurable business outcomes that ensure long‑term customer success and revenue growth.
AboutThe Role
- Customer Relationship Leadership – Build and maintain C‑suite relationships with CFOs, Chief Tax Officers, Tax Directors, Finance Directors, and Controllers.
- Business Value Delivery – Demonstrate quantifiable ROI and business impact through metrics: time savings, audit risk reduction, compliance accuracy improvements, process efficiency gains.
- Revenue Growth & Retention – Achieve 95%+ logo retention and 120%+ Net Revenue Retention targets.
- Expansion & Upsell – Identify and qualify expansion opportunities across tax, accounting, treasury, and IT departments.
- Product Adoption & Value Realization – Drive product adoption across all licensed solutions to maximize customer value and stickiness.
- Training & Enablement – Coordinate comprehensive onboarding programs for new tax software deployments.
- Customer Advocacy & Voice of Customer – Convert satisfied customers into referenceable advocates and case study participants.
- Product Feedback & Innovation – Serve as primary conduit for customer feedback to Product and Engineering teams.
- Bachelor's Degree in Business or equivalent.
- 10+ years in Customer Success, Account Management, Client Services, or Tax/Accounting Advisory roles.
- Proven track record of managing complex, multi‑stakeholder relationships across finance and IT organizations.
- Demonstrated success achieving retention and expansion targets in SaaS/technology or professional services.
- Hybrid Work Model – Flexible hybrid working environment (2‑3 days a week in the office depending on the role) for office‑based roles while delivering a seamless digitally and physically connected experience.
- Flexibility & Work‑Life Balance – Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
- Career Development and Growth – Culture of continuous learning and skill development with Grow My Way programming and skills‑first approach.
- Industry Competitive Benefits – Comprehensive benefit plans including flexible vacation, company‑wide Mental Health Days off, Headspace app access, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture – Globally recognized reputation for inclusion, belonging, flexibility, work‑life balance, and more.
- Social Impact – Two paid volunteer days off annually with opportunities to contribute to pro‑bono consulting projects and ESG initiatives.
- Real‑World Impact – Support customers in fostering justice, truth, and transparency worldwide.
Thomson Reuters informs the way forward by bringing together trusted content and technology for professionals in legal, tax, accounting, compliance, government, and media. We empower decision‑making with specialized software and insights, serving a global workforce of 26,000 employees across more than 70 countries.
Equal Employment OpportunityThomson Reuters is an Equal Employment Opportunity Employer providing a drug‑free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. Learn more about accommodations here. We encourage employees to consult for more information about our commitment to diversity and inclusion.
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