Product Success Manager - Direct Tax

Thomson Reuters•Frisco, TX

18h•Remote

About The Position

This is a specialized and vital position for experienced professionals with deep expertise in the OneSource Direct Tax product and its technical landscape. The primary responsibility is to oversee client relationships, respond to technical requirements, and drive customer satisfaction through clear communication and strong problem-solving abilities. The role serves as both a product champion and technical resource for Direct Tax, working in close partnership with current CSMs, customer service, product, professional services, and other cross-functional teams. Key functions include serving as the authoritative product expert, delivering advanced customer recommendations and workshops, and acting as the first point of CSM escalation for deep technical product questions. The role also involves developing and executing Direct Tax Customer Success Plans, identifying key moments in the customer journey, tracking customer health metrics, and demonstrating the Return on Investment (ROI) of the Direct Tax product through strategic business reviews. Collaboration with sales and retention teams, funneling customer feedback to Product, Engineering, Sales, and Support, and identifying expansion opportunities within existing accounts are also crucial. The role requires cultivating strong relationships with key stakeholders, staying abreast of industry trends in trade compliance, and positioning oneself as a trusted advisor.

Requirements

5+ years of progressive experience in Customer Success Management, Professional Services, Customer Support, or a related client-facing role within a SaaS environment.
Demonstrable deep expertise and hands-on experience with OneSource Direct Tax, formerly known as Integration Point.
Bachelor's degree in a relevant field (e.g., tax, accounting).
Curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, and accountable.

Nice To Haves

Masters or CPA is a plus.
Prior experience in the tax technology sector or direct experience working with tax professionals, accounting firms or corporate tax departments is highly preferred.
Salesforce and/or Gong experience is a plus.
Functional/technical skills in GenAI systems and AI prompting engineering, particularly as they apply to corporate tax workflow, tax research, and analysis.

Responsibilities

Serve as the authoritative product expert for Direct Tax, possessing an intricate understanding of its features, capabilities, and best practices.
Deliver advanced customer recommendations and workshops on Direct Tax's functionalities, tailored to specific customer needs.
Act as the first point of CSM escalation for deep technical product questions related to Direct Tax, troubleshooting challenges, and providing sophisticated solutions.
Develop, execute, and monitor comprehensive Direct Tax Customer Success Plans that align with the customer's strategic objectives and desired outcomes.
Proactively identify "moments that matter" within the Direct Tax customer journey, ensuring smooth implementation and continuous value realization.
Drive active Direct Tax customer health tracking key metrics and intervening with targeted strategies where needed.
Collaborate with customers to define and track specific success metrics for Direct Tax, translating usage into quantifiable business value and demonstrable ROI.
Prepare and deliver compelling strategic business reviews (QBRs/EBRs) focused exclusively on Direct Tax performance, showcasing achievements, identifying opportunities, and aligning on future roadmap.
Work seamlessly across the sales and retention organization to provide Direct Tax-specific insights and support, ensuring a cohesive and integrated customer experience across all products.
Partner with our Product, Engineering, Sales, and Support teams to funnel customer feedback and insights regarding Direct Tax, influencing product enhancements and new features.
Identify opportunities for Direct Tax expansion within existing accounts, partnering with Customer Success Managers and sales teams to drive growth.
Cultivate strong relationships with key stakeholders and executive sponsors within customer accounts, fostering Direct Tax champions and advocates.
Stay abreast of industry trends in trade compliance, positioning yourself as a trusted advisor to our Direct Tax customers.

Benefits

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.
Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
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.
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.
Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
Two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Market competitive health, dental, vision, disability, and life insurance programs.
Competitive 401k plan with company match.
Competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.
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.
Access to Employee Stock Purchase Plan.