Director, Customer Success - Audit Workflow

Thomson Reuters • Frisco, TX

18d • Hybrid

About The Position

About the Role The Director of Customer Success will be a critical leader in bringing our Customer Success vision to life for the Audit Workflow business. The organization design and strategy have been set—now we need a leader to finish building out the team, operationalize our approach, and ensure Customer Success becomes a strategic differentiator for our clients. This role will oversee hiring and onboarding Customer Success Managers across the portfolio, partner with training teams and external consultants to deliver enablement programs, and embed best practices that elevate the customer experience. The Director will work closely with other CS leaders across Tax, Audit & Accounting to ensure alignment and consistency, while driving execution that positions Customer Success as a competitive advantage.

Requirements

• Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
• 10+ years in Customer Success or Account Management roles, with at least 5 years in leadership.
• Experience building and scaling CS teams in SaaS or technology businesses.
• Strong understanding of sales processes and revenue alignment.
• Exceptional communication, stakeholder management, and organizational skills.

Responsibilities

• Team Build-Out: Complete hiring for Customer Success Managers across the Audit Workflow portfolio and ensure smooth onboarding.
• Enablement & Training: Partner with internal training teams and external consultancy to deliver playbooks, training programs, and tools that equip the team for success.
• Operational Execution: Implement and refine processes that support adoption, retention, and customer satisfaction at scale.
• Customer Experience Leadership: Champion initiatives that make Customer Success a differentiator in the market, ensuring a seamless and value-driven customer journey.
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and other CS leaders to align strategies and deliver unified outcomes.
• Performance Management: Define and monitor KPIs for the team, including adoption, retention, and customer health metrics.
• Continuous Improvement: Leverage insights and feedback to optimize programs, processes, and customer engagement strategies.

Benefits

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director