Principal Customer Success Manager

About the Role

We're looking for an experienced Principal Customer Success Manager to lead strategic relationships and drive measurable outcomes across our enterprise customer base. This role blends executive engagement with hands-on ownership of implementation, adoption, retention, and advocacy across a global, multi-product portfolio. You ll partner closely across Sales, Product, Services, and Marketing to ensure customers realize continuous value from our solutions—leveraging data and AI insights to deliver proactive engagement and operational excellence.

• Establish and maintain multi-level executive relationships, aligning customer objectives to outcomes and value.

• Lead strategic relationships and success planning for global enterprise customers.

• Oversee the end-to-end customer lifecycle—from implementation to renewal and advocacy. Partner across Sales, Product, Professional Services, Marketing, Support and other internal teams to unify engagement and drive strategic initiatives.

• Drive adoption, value realization, and measurable ROI for every customer.

• Lead proactive risk management and ensure customer satisfaction and retention. Influence product and go-to-market strategy with customer insights.

• Partner across functions to ensure a seamless customer experience and governance.

• Leverage AI-driven insights and data analytics to proactively manage risk, identify opportunities, and optimize the customer experience. Champion customer advocacy through reference programs, testimonials, and thought leadership initiatives.

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

• 10+ years in customer success, account management, or enterprise engagement in B2B SaaS or technology
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• Deep domain expertise with proven success managing complex global customers in matrixed organizations with multi-product portfolios
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• Demonstrated ability to balance strategic relationship management with operational execution
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• Proven success driving adoption, retention, and expansion outcomes.

• Strong executive communication and influence skills.

• Proficiency in AI-enabled success platforms (e.g., Gainsight, Salesforce, Gong Copilot tools) and data-driven decision making.

• Bachelor s degree required; MBA preferred.

• Deliver consistent customer value and business growth through strategic thinking, operational discipline, and change leadership.

• Balance strategy and execution—shaping customer vision and delivering results.

• Build deep trust with executives and operational teams alike.

• Champion customer outcomes that drive retention, growth, and advocacy.

• Thrive in dynamic, cross-functional environments.

• Embrace innovation, data, and AI to modernize the customer success experience.

What s in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities. This includes flexible work arrangements, including work from anywhere for up to 8 weeks per year.

• Career Development and Growth: We foster a culture of continuous learning and skill development to prepare you for tomorrow s challenges and an AI-enabled future.

• Industry Competitive Benefits: Comprehensive benefits including flexible vacation, mental health days, retirement savings, tuition reimbursement, employee incentive programs, and wellbeing resources.

• Culture: Globally recognized for inclusion and belonging, with values:
  Obsess over our Customers, Compete to Win, Challenge Our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Two paid volunteer days off annually and opportunities to participate in pro-bono consulting projects and ESG initiatives.

• Making a Real-World Impact: We help customers pursue justice, truth, and transparency and support institutions worldwide.

Thomson Reuters offers a comprehensive benefits package in the United States, including health, dental, vision, disability, and life insurance, a 401(k) with company match, paid time off, holidays, parental leave, and additional voluntary benefits. Pay ranges vary by location and experience. This posting will close on 03/07/2026.

Thomson Reuters informs the way forward by bringing together trusted content and technology. We serve professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news.

We are a global company with 26,000 employees in over 70 countries. We are committed to equality and a drug-free workplace and provide reasonable accommodations as required by law.