Customer Success Manager, Indirect Tax

Thomson Reuters•San Francisco, CA

7d•Hybrid

About The Position

Customer Success is a core function at Thomson Reuters, focused on building meaningful relationships and empowering customers to achieve their goals. The Customer Success Manager (CSM) is responsible for a specific book of business for Concierge and/or Advisory customers. The CSM will develop customers' knowledge of their offerings, manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals, and manage multiple projects with strong business acumen to remove obstacles interfering with customer growth and retention.

Requirements

8+ years of professional experience
Minimum of 3 years’ experience in customer success
Indirect Tax experience
4-year college degree required
Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications
Experience working in and around cloud software solutions and cloud delivery models
Strong business acumen and communication skills; can manage a customer journey, conflict resolution, and problem-solving.

Nice To Haves

Master’s degree or equivalent preferred
Salesforce user experience a plus

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

Flex My Way workplace policies
Work from anywhere for up to 8 weeks per year
Continuous learning and skill development programs
Grow My Way programming
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
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