Manager, Customer Success - Tax

Thomson Reuters•Eagan, MN

3d•Hybrid

About The Position

As Manager of Customer Success, you will lead a team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across high-value and Growth customer segments. The role combines people management, operational excellence, and strategic direction to help customers achieve measurable outcomes and ensure the team delivers exceptional experiences. You will set priorities, coach team members, and partner across the organization to align Customer Success initiatives with business objectives. Success in this role means building a high-performing team, fostering customer advocacy, and improving key customer and employee outcomes. You will oversee customer success and engagement strategies, manage performance against relevant metrics, address critical customer issues, and use analytics to identify risks and expansion opportunities. The role uses a flexible hybrid working model for office-based employees. The company supports flexible work arrangements, including working from anywhere for up to eight weeks per year. The target total cash compensation range for eligible U.S. locations is $147,000–$273,000 USD.

Requirements

Bachelor’s degree in Business, Marketing, Communication, or a related field, or equivalent experience.
At least 5 years of experience in Customer Success or Account Management within a SaaS environment.
At least 2 years of people management experience leading Customer Success or similar teams.
Proven track record of driving retention, adoption, and team performance.
Proficiency in CRM and Customer Success platforms.
Strong analytical skills.

Nice To Haves

Inspirational leadership that motivates and empowers a team to deliver exceptional results.
Ability to champion the voice of the customer and align strategies to drive measurable value.
Ability to balance long-term vision with day-to-day execution.
Ability to use metrics to guide priorities and improve performance.
Ability to build strong partnerships across Sales, Product, and Support.
Willingness to embrace innovation and lead scalable process improvements.

Responsibilities

Manage and develop a team of Customer Success Managers supporting high-value and emerging accounts.
Set goals, monitor KPIs including retention, utilization, and health scores, and ensure accountability.
Oversee success planning and customer engagement strategies for different customer segments.
Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
Serve as the point of contact for critical issues and executive-level customer interactions.
Recruit, onboard, and mentor team members to build skills and support career growth.
Use analytics to inform strategy, forecast risks, and identify opportunities for expansion.

Benefits

Flexible vacation and paid time off.
Two company-wide Mental Health Days off annually.
Access to the Headspace app and Employee Assistance Program.
Retirement savings plan, including a competitive 401(k) with company match.
Tuition reimbursement.
Employee incentive programs.
Health, dental, vision, disability, and life insurance.
Paid holidays.
Parental leave and sabbatical leave.
Flexible Spending and Health Savings Accounts.
Fitness reimbursement.
Commuter benefits.
Adoption and surrogacy assistance.
Employee Stock Purchase Plan.
Two paid volunteer days off annually.
Flexible work arrangements, including working from anywhere for up to eight weeks per year.
Resources for mental, physical, and financial wellbeing.
Optional hospital, accident and sickness insurance, optional life and AD&D insurance, and group legal and identity theft protection, paid 100% by the employee.