Principal Customer Success Manager

Thomson Reuters • Frisco, TX

23h

About The Position

We’re looking for an experienced Principal Customer Success Manager to lead strategic relationships and drive measurable outcomes across our enterprise customer base. This role blends executive engagement with hands-on ownership of implementation, adoption, retention, and advocacy across a global, multi-product portfolio. You’ll partner closely across Sales, Product, Services, and Marketing to ensure customers realize continuous value from our solutions — leveraging data and AI insights to deliver proactive engagement and operational excellence.

Requirements

• 10+ years in customer success, account management, or enterprise engagement in B2B SaaS or technology
• Deep domain expertise with proven success managing complex global customers in matrixed organizations with multi-product portfolios
• Demonstrated ability to balance strategic relationship management with operational execution.
• Proven success driving adoption, retention, and expansion outcomes.
• Strong executive communication and influence skills.
• Proficiency in AI-enabled success platforms (e.g., Gainsight, Salesforce, Gong Copilot tools) and data-driven decision making.
• Bachelor’s degree required; MBA preferred.

Responsibilities

• Establish and maintain multi-level executive relationships, aligning customer objectives to outcomes and value
• Lead strategic relationships and success planning for global enterprise customers.
• Oversee the end-to-end customer lifecycle — from implementation to renewal and advocacy.
• Partner across Sales, Product, Professional Services, Marketing, Support and other internal teams to unify engagement and drive strategic initiatives.
• Drive adoption, value realization, and measurable ROI for every customer.
• Lead proactive risk management and ensure customer satisfaction and retention.
• Influence product and go-to-market strategy with customer insights.
• Partner across functions to ensure seamless customer experience and governance.
• Leverage AI-driven insights and data analytics to proactively manage risk, identify opportunities, and optimize customer experience
• Champion customer advocacy through reference programs, testimonials, and thought leadership initiatives

Benefits

• 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.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
• In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: 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; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Number of Employees: 5,001-10,000 employees