Customer Success Manager - Global Trade

Thomson Reuters•Ann Arbor, MI

About The Position

In this opportunity as a Customer Success Manager, you will: Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes. Develop and share best practices and Customer Success Plans, collaborating with internal teams like Sales and Professional Services. Monitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustments. Identify and activate commercial growth opportunities, recommending improvements based on customer maturity and working closely with the commercial team. Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration. Leverage technology tools (e.g., Gainsight, Salesforce) to manage client information, pipeline, and financial forecasts accurately. Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.

Requirements

8+ years of professional experience, with a minimum of 3 years’ experience in customer success
4-year college degree required
Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solving.
Ability to travel, 25%

Nice To Haves

Master’s degree or equivalent preferred
Experience in Global Trade highly preferred
Gainsight, or Salesforce user experience a plus
Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus
Experience working in and around cloud software solutions and cloud delivery models

Responsibilities

Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes.
Develop and share best practices and Customer Success Plans, collaborating with internal teams like Sales and Professional Services.
Monitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustments.
Identify and activate commercial growth opportunities, recommending improvements based on customer maturity and working closely with the commercial team.
Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration.
Leverage technology tools (e.g., Gainsight, Salesforce) to manage client information, pipeline, and financial forecasts accurately.
Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.

Benefits

Flexibility & Work-Life Balance: 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. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with 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; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

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