Director, Customer Success - Audit Workflow

About the Role

The Director of Customer Success will be a critical leader in bringing our Customer Success vision to life for the Audit Workflow business. The organization design and strategy have been set—now we need a leader to finish building out the team, operationalize our approach, and ensure Customer Success becomes a strategic differentiator for our clients.

• Team Build‑Out:
  Complete hiring for Customer Success Managers across the Audit Workflow portfolio and ensure smooth onboarding.
• Enablement & Training:
  Partner with internal training teams and external consultancy to deliver playbooks, training programs, and tools that equip the team for success.
• Operational Execution:
  Implement and refine processes that support adoption, retention, and customer satisfaction at scale.
• Customer Experience Leadership:
  Champion initiatives that make Customer Success a differentiator in the market, ensuring a seamless and value‑driven customer journey.
• Cross‑Functional
  
  Collaboration:
  
  Work closely with Sales, Product, Marketing, and other CS leaders to align strategies and deliver unified outcomes.
• Performance Management:
  Define and monitor KPIs for the team, including adoption, retention, and customer health metrics.
• Continuous Improvement:
  Leverage insights and feedback to optimize programs, processes, and customer engagement strategies.

You are a proven Customer Success leader who thrives in building and scaling teams. You bring experience from sales‑driven organizations and understand how to align Customer Success with revenue growth and customer value. You are passionate about creating exceptional customer experiences and know how to turn strategy into execution.

• Builder & Executor:
  You excel at hiring, onboarding, and operationalizing new teams.
• Customer‑Centric Vision:
  You see Customer Success as a growth engine and competitive differentiator.
• Sales‑Aligned Expertise:
  You understand how CS integrates with sales motions to drive renewals and expansion.
• Collaborative Leader:
  You work seamlessly across functions and influence at all levels.
• Data‑Driven:
  You use metrics to guide decisions and improve performance.
• Change Leader:
  You thrive in early‑stage environments and bring clarity and structure to new initiatives.

• Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
• 10+ years in Customer Success or Account Management roles, with at least 5 years in leadership.
• Experience building and scaling CS teams in SaaS or technology businesses.
• Strong understanding of sales processes and revenue alignment.
• Exceptional communication, stakeholder management, and organizational skills.

• Hybrid Work Model: Flexible hybrid working environment (2–3 days a week in the office depending on the role) for our office‑based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work‑Life Balance: Flex My Way policy helps manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Continuous learning and skill development through Grow My Way programming and a skills‑first approach supports growth, leadership, and thriving in an AI‑enabled future.
• Industry Competitive Benefits: Comprehensive plans including flexible vacation, two company‑wide Mental Health Days off, Headspace app, retirement savings, tuition reimbursement, incentive programs, and resources for wellness.
• Culture: Award‑winning reputation for inclusion, belonging, flexibility, and work‑life balance, guided by values:
  Obsess over our Customers, Compete to Win, Challenge (Y) our Thinking, Act Fast / Learn Fast, Stronger Together.
• Social Impact: Opportunities for volunteer days and pro‑bono consulting projects with ESG initiatives.
• Making a Real‑World Impact: Help uphold the rule of law and provide trusted, unbiased information to users worldwide.

In the United States, Thomson Reuters offers a comprehensive benefits package that includes competitive health, dental, vision, disability, and life insurance programs; a 401(k) plan with…