Principal Customer Success Manager

Thomson Reuters Corporation-posted 8 days ago

Full-time • Principal

Ann Arbor, MI

5,001-10,000 employees

Publishing Industries

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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.

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

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.

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.

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