Customer Success Manager Remote (NY, IN, OH) - Direct Tax

Thomson Reuters•Albany, NY

23d•Remote

About The Position

The Customer Success Manager (CSM), focused on direct tax, supports customers by translating complex tax rules and changing regulations into practical guidance. The CSM manages a book of Concierge and/or Advisory customers and develops their knowledge of the offerings in their suite. The role helps customers achieve their goals while supporting Thomson Reuters' strategic objectives and retention goals. It involves managing multiple projects and applying business acumen to remove obstacles to customer growth and retention. The CSM partners with customers to define success, provides education throughout the customer lifecycle, and tracks progress toward business outcomes. The role collaborates with Sales, Professional Services, and other internal teams; monitors customer health and usage; identifies commercial growth opportunities; and helps customers realize value from their investment. The CSM also uses technology tools to maintain client information, pipeline, and forecasts, and contributes business plans and market insights to cross-functional discussions. The position is remote and listed for New York, Indiana, and Ohio. Travel of up to 25% is required. Thomson Reuters describes its workplace policies as supporting flexibility and work-life balance, including work from anywhere for up to eight weeks per year. The posting gives a target total cash compensation range of $93,100 to $172,900 USD for eligible U.S. locations; the range includes base pay and any target sales incentive. The posting closes December 31, 2026.

Requirements

At least 8 years of professional experience, including a minimum of 3 years of customer success experience.
Direct Tax experience.
A four-year college degree.
Experience working in and around cloud software solutions and cloud delivery models.
Strong business acumen and communication skills, including the ability to manage a customer journey, resolve conflicts, and solve problems.
Ability to travel up to 25%.

Nice To Haves

Master’s degree or equivalent.
Salesforce user experience.
Functional or technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications.

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 such as 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, recommend improvements based on customer maturity, and work closely with the commercial team.
Help customers receive maximum value from their investment and drive retention and growth through tailored engagement and collaboration.
Use technology tools such as Gainsight and 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.
Manage a book of Concierge and/or Advisory customers and develop their knowledge of their suite of offerings.
Manage multiple projects and address obstacles affecting customer growth and retention.

Benefits

Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
Flexible vacation and paid time off.
Two company-wide Mental Health Days off annually.
Access to the Headspace app.
Retirement savings and a 401(k) plan with company match.
Tuition reimbursement.
Employee incentive programs.
Health insurance.
Dental insurance.
Vision insurance.
Disability insurance.
Life insurance.
Paid holidays.
Parental leave.
Sabbatical leave.
Paid volunteer days: two annually.
Flexible Spending and Health Savings Accounts.
Fitness reimbursement.
Employee Assistance Program.
Optional hospital, accident, and sickness insurance.
Optional life and AD&D insurance.
Group Legal Identity Theft Protection benefit.
Access to a 529 Plan.
Commuter benefits.
Adoption and Surrogacy Assistance.
Employee Stock Purchase Plan.
Resources for mental, physical, and financial wellbeing.