Customer Success Manager
Thomson Reuters • Centereach, NY26d • $93,100 - $172,900 • Remote
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Customer Success Manager Remote (NY, IN, OH) - Direct Tax
Thomson Reuters•Centereach, NY
•$93,100 - $172,900•Remote
About The Position
The Customer Success Manager (CSM), focused on direct tax, translates complex tax rules and changing regulations into practical guidance so clients can stay ahead of change and make confident decisions during filing seasons. The CSM manages a book of Concierge and/or Advisory customers and develops their knowledge of the offerings in their product suite. The role drives customer performance toward Thomson Reuters’ strategic objectives and retention goals by managing multiple projects, applying business acumen, and removing obstacles to customer growth and retention. The CSM partners with customers to define success, deliver education throughout the customer lifecycle, track progress toward business outcomes, and ensure customers receive maximum value from their investment. The role monitors customer health and product usage, identifies commercial growth opportunities, and collaborates with Sales, Professional Services, and other internal teams. It also uses technology tools to manage client information, pipeline, and financial forecasts, and supports business objectives through business planning, market and competitor reporting, and cross-functional meetings.
Requirements
- 8+ years of professional experience, including a minimum of 3 years of customer success experience.
- Direct Tax experience.
- Four-year college degree.
- Experience working in and around cloud software solutions and cloud delivery models.
- Strong business acumen and communication skills, including the ability to manage a customer journey, resolve conflicts, and solve problems.
- Ability to travel 25%.
Nice To Haves
- Master’s degree or equivalent.
- Salesforce user experience.
- Functional or technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications.
Responsibilities
- Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes.
- Develop and share best practices and Customer Success Plans, collaborating with internal teams such as Sales and Professional Services.
- Monitor customer health by tracking usage data, escalating critical concerns, and using insights to drive strategic adjustments.
- Identify and activate commercial growth opportunities, recommend improvements based on customer maturity, and work closely with the commercial team.
- Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration.
- Use technology tools such as Gainsight and Salesforce to manage client information, pipeline, and financial forecasts accurately.
- Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
- Manage multiple projects and remove obstacles that interfere with customer growth and retention.
Benefits
- Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
- Flexible vacation and paid time off, including sick and safe time off and paid holidays.
- Two company-wide Mental Health Days off annually.
- Access to the Headspace app and Employee Assistance Program.
- Retirement savings and a 401(k) plan with company match.
- Tuition reimbursement.
- Employee incentive programs.
- Health, dental, vision, disability, and life insurance.
- Parental leave and sabbatical leave.
- Two paid volunteer days off annually.
- Flexible Spending and Health Savings Accounts.
- Fitness reimbursement.
- Optional hospital, accident, sickness, life, and AD&D insurance.
- Group legal and identity theft protection benefit.
- Access to a 529 Plan and commuter benefits.
- Adoption and surrogacy assistance.
- Employee Stock Purchase Plan.
- Resources for mental, physical, and financial wellbeing.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
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