Customer Success Manager, Open Coverage - Audit

Thomson Reuters•Eagan, MN

10h•Hybrid

About The Position

As a Customer Success Manager - Open Coverage, you will own the post-sale relationship for a portfolio of customers, ensuring they achieve measurable value and remain engaged throughout their lifecycle. You’ll drive product adoption, monitor customer health, and proactively mitigate churn risks. You will be responsible for helping with driving retention, renewal activities, and driving cross-sales and upsells. This role requires strong collaboration with internal teams to support renewals, identify upsell opportunities, and deliver a seamless customer experience. About the Role In the role of Customer Success Manager - Open Coverage, you will: Manage post-sale relationships for a portfolio of accounts. Drive product adoption, usage, and customer satisfaction. Monitor customer health and address risks before they escalate. Continuing to drive client utilization to increase retention. Collaborate with Account Specialists on renewals and upsell opportunities. Conduct regular check-ins and business reviews to align on goals and outcomes. Leverage data and insights to prioritize outreach and inform engagement strategies. Maintain CRM and Customer Success tools for visibility and accountability. Contribute to process improvements and internal initiatives that enhance the CS function. Own the end-to-end renewal process for a portfolio of customers Manage quoting, contract execution, and renewal forecasting Identify and execute low-complexity upsell and cross-sell opportunities Success Metrics: Qualified Lead Generation: High-quality leads passed to Sales from customer engagements. Customer Health Score: Composite score reflecting engagement, product usage, and satisfaction. Utilization: Rate of product usage and adoption within assigned accounts. Retention: Renewing clients during peak product renewal times.

Requirements

Bachelor’s degree in Business, Marketing, Communication, or related field (or equivalent experience).
1–3 years in Customer Success, Account Management, or similar role within a SaaS company.
Strong relationship-building and communication skills.
Customer-centric mindset with a focus on delivering value.
Ability to manage a portfolio of accounts with varying needs.
Proficiency in CRM and Customer Success platforms.
Organized, proactive, and comfortable working cross-functionally.

Nice To Haves

Trusted advisors and strategic partners to their customers.
Thrive in dynamic environments, balancing proactive engagement with data-driven decision-making.
Naturally curious, empathetic, and passionate about helping customers succeed.
Able to move territories seamlessly when open coverage is needed and engage with new book of business effortlessly to provide value to client list.
Relationship Builder: Excel at creating strong, long-term partnerships and can influence at all levels.
Customer Advocate: Put the customer at the center of every decision and are committed to delivering measurable value.
Strategic Thinker: See the big picture and can align customer goals with business outcomes.
Data-Driven: Use insights and metrics to guide decisions and prioritize actions effectively.
Collaborative Leader: Work seamlessly across teams and mentor others to elevate the Customer Success function.
Adaptable & Proactive: Anticipate challenges, act quickly, and continuously seek ways to improve processes and outcomes.

Responsibilities

Manage post-sale relationships for a portfolio of accounts.
Drive product adoption, usage, and customer satisfaction.
Monitor customer health and address risks before they escalate.
Continuing to drive client utilization to increase retention.
Collaborate with Account Specialists on renewals and upsell opportunities.
Conduct regular check-ins and business reviews to align on goals and outcomes.
Leverage data and insights to prioritize outreach and inform engagement strategies.
Maintain CRM and Customer Success tools for visibility and accountability.
Contribute to process improvements and internal initiatives that enhance the CS function.
Own the end-to-end renewal process for a portfolio of customers
Manage quoting, contract execution, and renewal forecasting
Identify and execute low-complexity upsell and cross-sell opportunities

Benefits

Hybrid Work Model
Flexibility & Work-Life Balance
Work from anywhere for up to 8 weeks per year
Career Development and Growth
Grow My Way programming
Industry Competitive Benefits
Comprehensive benefit plans
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
Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
Social Impact opportunities
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