Customer Success Executive, Global Accounts

Thomson Reuters•Eagan, MN

1d•Remote

About The Position

The Customer Success Executive (CSE) for Corporate Segment- Global Accounts will be responsible for Global Firm customers within our business. The CSE is primarily focused on leading the renewal of Legal solutions including Westlaw, WestlawNext, OneSource, Checkpoint and Tax Solutions for existing G7 firms during renewal window. The CSE leads renewal and upsell sales motions for top existing accounts, driving retention during the renewal window and handles more complex deals. This role is assigned a book of business and will be responsible for the development of customers’ knowledge on their suite of offerings. The CSE will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects and strong business acumen to remove obstacles interfering with growth and retention of customers. Location: Remote based position, person needs to be based in US. About the Role: In this opportunity as a Customer Success Executive you will: Understand “what success looks like” for our customers and partner with them to define their business outcomes. Deliver educational activities across the customer lifecycle including onboarding, adoption, and long-term commitment and track against targets over time Drive best practices that are developed with your customer-base that can be shared with other members of the team. Includes but not limited to, developing commercial growth strategies, defining how best to collaborate with internal partners such as Sales and Professional Services, and identifying long-term Customer Success Plans that are best in class for others to learn from Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges and growth opportunities to build useful insights and strategically adjust when needed Growing value – Assess the maturity of deployed offerings and functionality to make recommendations for improvement. Work closely with the commercial team to activate those opportunities Ensure customers derive maximum value from their investment and collaborate with other Thomson Reuters partner teams that result in retention, growth, and education, tailored to their workflow Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately Lead business plan presentations of your book of business which account for planning, preparation, and execution of how to maximize efficiency, retention, and growth within your customer base Key Deliverables Develop relationships and optimize Global Firm customer accounts Delivery of target financial and customer experience objectives for the Corporates segment (e.g., client renewal rate and value growth through increased customer adoption) Forecast monthly renewal and growth targets Reporting on market and competitor activities Represent the Customer Success team through presentations across internal meetings with other company functions necessary to perform duties and aid business development Ensure key metrics are tracked such as active users, user logon, usage metrics and overall retention rates Liaise between the customer and Thomson Reuters teams such as, customer support, professional services, technology, and product management teams, as needed

Requirements

Bachelor’s degree required, master’s degree or equivalent preferred.
5+ years of professional experience.
Minimum of 3 years’ experience in client management within B2B SaaS (or comparable environment).
Strong operational discipline, including forecasting, inspection cadence, and system hygiene.
Experience in Gainsight and Salesforce.
Experience working in and around cloud software solutions and cloud delivery models.
Strong business acumen and communication skills.
Ability to manage a customer journey, conflict resolution, and problem-solve.

Nice To Haves

Master's degree or equivalent preferred.

Responsibilities

Lead the renewal of Legal solutions including Westlaw, WestlawNext, OneSource, Checkpoint and Tax Solutions for existing G7 firms during renewal window.
Lead renewal and upsell sales motions for top existing accounts, driving retention during the renewal window and handling more complex deals.
Develop customers’ knowledge on their suite of offerings.
Manage customers to drive performance towards Thomson Reuters' strategic objectives and retention goals.
Manage multiple projects and use strong business acumen to remove obstacles interfering with growth and retention of customers.
Understand customer success criteria and partner with them to define their business outcomes.
Deliver educational activities across the customer lifecycle including onboarding, adoption, and long-term commitment and track against targets over time.
Drive best practices that are developed with the customer base and can be shared with other team members.
Develop commercial growth strategies, define collaboration with internal partners (Sales, Professional Services), and identify long-term Customer Success Plans.
Track customer health, identify, track, and escalate components of customer health, raise critical customer concerns internally, and mobilize resources to resolve issues.
Monitor usage data, health gauges, and growth opportunities to build insights and strategically adjust.
Assess the maturity of deployed offerings and functionality to make recommendations for improvement.
Work closely with the commercial team to activate opportunities.
Ensure customers derive maximum value from their investment and collaborate with other Thomson Reuters partner teams for retention, growth, and education tailored to their workflow.
Leverage technology tools (e.g., Gainsight and Salesforce) to keep client information updated, manage team pipeline, and forecast financial projections accurately.
Lead business plan presentations of the book of business, accounting for planning, preparation, and execution to maximize efficiency, retention, and growth within the customer base.
Develop relationships and optimize Global Firm customer accounts.
Deliver target financial and customer experience objectives for the Corporates segment (e.g., client renewal rate and value growth through increased customer adoption).
Forecast monthly renewal and growth targets.
Report on market and competitor activities.
Represent the Customer Success team through presentations across internal meetings with other company functions necessary to perform duties and aid business development.
Ensure key metrics are tracked such as active users, user logon, usage metrics, and overall retention rates.
Liaise between the customer and Thomson Reuters teams such as customer support, professional services, technology, and product management teams, as needed.

Benefits

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.
Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
Grow My Way programming and skills-first approach.
Flexible vacation.
Two company-wide Mental Health Days off.
Access to the Headspace app.
Retirement savings.
Tuition reimbursement.
Employee incentive programs.
Resources for mental, physical, and financial wellbeing.
Two paid volunteer days off annually.
Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Market competitive health, dental, vision, disability, and life insurance programs.
Competitive 401k plan with company match.
Competitive vacation, sick and safe paid time off.
Paid holidays (including two company mental health days off).
Parental leave.
Sabbatical leave.
Optional hospital, accident and sickness insurance paid 100% by the employee.
Optional life and AD&D insurance paid 100% by the employee.
Flexible Spending and Health Savings Accounts.
Fitness reimbursement.
Access to Employee Assistance Program.
Group Legal Identity Theft Protection benefit paid 100% by employee.
Access to 529 Plan.
Commuter benefits.
Adoption & Surrogacy Assistance.
Access to Employee Stock Purchase Plan.