Customer Success Manager - Global Trade

About the Role

Are you passionate about building meaningful relationships and empowering customers to achieve their goals, while driving success for both them and the company?

Customer Success is not just a function or team at Thomson Reuters, but also our reason for doing business. We measure our success based on the prioritization of our customers' needs and goals. The relationship we create with our customers determines the future benefits for them and our company.

The CSM is assigned a book of business specific to Concierge and/or Advisory customers, responsible for the development of customers knowledge on their suite of offerings. The CSM will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with growth and retention of customers.

In this opportunity as a Customer Success Manager, you will:

• 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 like Sales and Professional Services.
• Monitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustments.
• Identify and activate commercial growth opportunities, recommending improvements based on customer maturity and working closely with the commercial team.
• Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration.
• Leverage technology tools (e.g., Gainsight, 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.

You are a fit for the role of Customer Success Manager if you have:

• 8+ years of professional experience, with a minimum of 3 years in customer success.
• 4‑year college degree required; master’s degree or equivalent preferred.
• Experience in Global Trade highly preferred.
• Gainsight or Salesforce user experience a plus.
• Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus.
• Experience working in and around cloud software solutions and cloud delivery models.
• Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem‑solving.
• Ability to travel, 25%.

• Flexibility & Work-Life Balance: Flex My Way policies support personal and professional responsibilities, including up to 8 weeks of work‑from‑anywhere per year.
• Career Development and Growth: Continuous learning and skill development through Grow My Way programming and a skills‑first approach.
• Industry Competitive Benefits: Comprehensive benefit plans with flexible vacation, two company‑wide mental health days, Headspace, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources.
• Culture: Award‑winning inclusion and belonging, values of obsessive focus on customers, win, challenge, act fast, and stronger together.
• Social Impact: Two paid volunteer days per year and ESG initiatives, plus a social impact institute that supports community engagement.
• Real‑World Impact: Helping customers pursue justice, truth, and transparency worldwide.

For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $106,400 USD – $197,600 USD. Pay is positioned within the range based on knowledge, skills, and experience, with base pay and any target sales incentive part of a comprehensive Total Reward program.

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software…