Manager, Customer Success - Audit

Overview

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.

As the Manager of Customer Success
, you will lead a team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across both HVA and Growth customer segments. This leadership role combines people management, operational excellence, and strategic vision to ensure customers achieve measurable outcomes while the team delivers exceptional experiences.

You will set priorities, coach team members, and partner cross-functionally to align Customer Success initiatives with business objectives. Success in this role means building a high-performing team, fostering a culture of customer advocacy, and driving metrics that matter.

About The Role

• Team Leadership:
  Manage and develop a team of Customer Success Managers supporting both high-value and emerging accounts.
• Performance Management:
  Set goals, monitor KPIs (retention, utilization, health scores), and ensure accountability.
• Customer Strategy:
  Oversee success planning and engagement strategies for different customer segments.
• Cross-Functional Partnership:
  Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
• Process Optimization:
  Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
• Escalation Management:
  Act as the point of contact for critical issues and executive-level customer interactions.
• Talent Development:
  Recruit, onboard, and mentor team members to build skills and career growth.
• Data-Driven Insights:
  Use analytics to inform strategy, forecast risks, and identify opportunities for expansion.

Success Metrics:

• Customer Health Score improvement across portfolios.
• Utilization and adoption rates for strategic products.
• Employee engagement and development outcomes.

The best Customer Success Managers thrive under your leadership because you combine strategic vision with hands-on coaching. You are passionate about customer outcomes, team development, and operational excellence.

• Inspirational Leader:
  You motivate and empower your team to deliver exceptional results.
• Customer Advocate:
  You champion the voice of the customer and align strategies to drive measurable value.
• Strategic Operator:
  You balance long-term vision with day-to-day execution.
• Data-Driven Decision Maker:
  You leverage metrics to guide priorities and improve performance.
• Collaborative Influencer:
  You build strong partnerships across Sales, Product, and Support.
• Change Agent:
  You embrace innovation and lead process improvements that scale.

• Bachelor’s degree in Business, Marketing, Communication, or related field (or equivalent experience).
• 5+ years in Customer Success or Account Management within a SaaS environment.
• 2+ years of people management experience leading Customer Success or similar teams.
• Proven track record of driving retention, adoption, and team performance.
• Proficiency in CRM and Customer Success platforms; strong analytical skills.

• Hybrid Work Model:
  We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance:
  Flex My Way policies designed to help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth:
  Fostering a culture of continuous learning and skill development with Grow My Way programming.
• Industry Competitive Benefits:
  Comprehensive plans including flexible vacation, mental health days, Headspace access, retirement savings, tuition reimbursement, and wellbeing resources.
• Culture:
  Global reputation for inclusion, belonging, flexibility, and work-life balance, guided by values that emphasize customers and collaboration.
• Social Impact:
  Paid volunteer days and opportunities to engage in ESG initiatives.
• Making a Real-World Impact:
  The company supports justice, truth, and transparency by helping professionals and institutions worldwide.

Thomson Reuters…