Product Success Manager

Thomson Reuters•Ann Arbor, MI

About The Position

The Senior Customer Success Manager is essential in driving customer engagement and customer relationship maximizing product usage, serving as the primary liaison for our most complex customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features.

Requirements

Bachelor's degree in a relevant field (e.g. tax, accounting).
Prior experience in the tax technology sector or direct experience working with tax professionals, accounting firms or corporate tax departments is highly preferred.
Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable.
Understanding l wotaxkflows, terminology, and common challenges.
Ability to travel 25%

Nice To Haves

Masters or CPA is a plus.
Gainsight, Gong, or Salesforce user experience is a plus
Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to corporate tax workflow and tax research, and analysis

Responsibilities

Key Account Relationship Management: - Cultivate and sustain strong relationships with key/complex customer account stakeholders. - Act as the main point of contact for customer inquiries and support.
Success Planning and Execution: - Design and implement customer success plans tailored to each customer's specific goals and objectives. - Conduct regular check-ins and quarterly business reviews (QBRs) to assess progress and realign strategies as needed.
Customer Onboarding and Customer Education: - Guide new customers through the onboarding process, ensuring a smooth transition and rapid time to value (TTV). - Coordinate and deliver training sessions and webinars to educate customers on product features and best practices.
Adoption and Usage Monitoring: - Analyze customer usage patterns to identify adoption barriers and develop strategies to increase product engagement. - Monitor key performance indicators (KPIs) such as customer health scores and adoption rates to ensure high product utilization.
Retention and Expansion: - Collaborate with the sales team to manage renewals and identify upselling and cross-selling opportunities. - Work closely with customers to challenge and evolve their goals, driving high retention rates.
Customer Advocacy and Feedback: - Act as a customer advocate, gathering feedback to inform product development and marketing strategies. - Develop customer success stories and case studies to showcase the value of TR solutions.
Cross-Team Collaboration: - Partner with sales, marketing, and product teams to align customer success initiatives with business goals. - Participate in strategic account planning and joint campaigns with key partners.

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.

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