Customer Success Manager, HVA - Tax

As a Customer Success Manager, you will own the post‑sale relationship for a portfolio of customers, ensuring they achieve measurable value and remain engaged throughout their lifecycle. You'll drive product adoption, monitor customer health, and proactively mitigate churn risks. This role requires strong collaboration with internal teams to support renewals, identify upsell opportunities, and deliver a seamless customer experience.

• Manage post‑sale relationships for a portfolio of accounts.
• Drive product adoption, usage, and customer satisfaction.
• Monitor customer health and address risks before they escape escalation.
• Collaborate with Account Specialists on renewals and upsell opportunities.
• Conduct regular check‑ins and business reviews to align on goals and outcomes.
• Leverage data and insights to prioritize outreach and inform engagement strategies.
• Maintain CRM and Customer Success tools for visibility and accountability.
• Contribute to process improvements and internal initiatives that enhance the CS function.

• Qualified Lead Generation:
  High‑quality leads passed to Sales from customer engagements.
• Customer Health Score:
  Composite score reflecting engagement, product usage, and satisfaction.
• Utilization:
  Rate of product usage and adoption within assigned accounts.

The best Customer Success Managers are trusted advisors and strategic partners to their customers. You thrive in dynamic environments, balancing proactive engagement with data‑driven decision‑making. You are naturally curious, empathetic, and passionate about helping customers succeed.

• Relationship Builder:
  Excel at creating strong, long‑term partnerships and influencing at all levels.
• Customer Advocate:
  Put the customer at the center of every decision and commit to delivering measurable value.
• Strategic Thinker:
  See the big picture and align customer goals with business outcomes.
• Data‑Driven:
  Use insights and metrics to guide decisions and prioritize actions effectively.
• Collaborative Leader:
  Work seamlessly across teams and mentor others to elevate the CS function.
• Adaptable & Proactive:
  Anticipate challenges, act quickly, and continuously seek ways to improve processes and outcomes.

• Bachelor's degree in Business, Marketing, Communication, or related field (or equivalent experience).
• 3–5 years in Customer Success, Account Management, or a similar role within a SaaS company.

• Strong relationship‑building and communication skills.
• Customer‑centric mindset with a focus on delivering value.
• Ability to manage a portfolio of accounts with varying needs.
• Proficiency in CRM and Customer Success platforms.
• Organized, proactive, and comfortable working cross‑functionally.

• Hybrid Work Model: A flexible hybrid working environment (2–3 days a week in the office depending on the role) for our office‑based positions, while delivering a seamless digital and physical experience.
• Flexibility & Work‑Life Balance:
  Flex My Way policies designed to help manage personal and professional responsibilities, including up to 8 weeks of work from anywhere per year.
• Career Development and Growth:
  Continuous learning and skill‑first programs (Grow My Way, skills development) to help you grow, lead, and thrive in an AI‑enabled future.
• Industry Competitive Benefits:
  Flexible vacation, two company‑wide Mental Health Days off, Headspace app access, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: A globally recognized, award‑winning reputation for inclusion, belonging, flexibility, work‑life balance, and our core values—Obsess over our Customers, Compete to Win, Challenge (Y) our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact:
  Two paid volunteer days off annually and opportunities to engage in pro‑bono consulting projects and ESG initiatives.
• Making a Real‑World Impact:
  Helping customers pursue justice, truth, and transparency by empowering institutions and upholding the rule of law.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our…