Manager, Customer Success - Audit

Overview

As the Manager of Customer Success
, you will lead a team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across both HVA and Growth customer segments. This leadership role combines people management, operational excellence, and strategic vision to ensure customers achieve measurable outcomes while the team delivers exceptional experiences.

You will set priorities, coach team members, and partner cross-functionally to align Customer Success initiatives with business objectives. Success in this role means building a high-performing team, fostering a culture of customer advocacy, and driving metrics that matter.

• Team Leadership: Manage and develop a team of Customer Success Managers supporting both high-value and emerging accounts.
• Performance Management: Set goals, monitor KPIs (retention, utilization, health scores), and ensure accountability.
• Customer Strategy: Oversee success planning and engagement strategies for different customer segments.
• Cross-Functional Partnership: Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
• Process Optimization: Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
• Escalation Management: Act as the point of contact for critical issues and executive-level customer interactions.
• Talent Development: Recruit, onboard, and mentor team members to build skills and career growth.
• Data-Driven Insights: Use analytics to inform strategy, forecast risks, and identify opportunities for expansion.

• Customer Health Score improvement across portfolios.

• Utilization and adoption rates for strategic products.

• Employee engagement and development outcomes.

The best Customer Success Managers thrive under your leadership because you combine strategic vision with hands-on coaching. You are passionate about customer outcomes, team development, and operational excellence.

• Bachelor’s degree in Business, Marketing, Communication, or related field (or equivalent experience).
• 5+ years in Customer Success or Account Management within a SaaS environment.
• 2+ years of people management experience leading Customer Success or similar teams.
• Proven track record of driving retention, adoption, and team performance.
• Proficiency in CRM and Customer Success platforms; strong analytical skills.

• Inspirational Leader: You motivate and empower your team to deliver exceptional results.
• Customer Advocate: You champion the voice of the customer and align strategies to drive measurable value.
• Strategic Operator: You balance long-term vision with day-to-day execution.
• Data-Driven Decision Maker: You leverage metrics to guide priorities and improve performance.
• Collaborative Influencer: You build strong partnerships across Sales, Product, and Support.
• Change Agent: You embrace innovation and lead process improvements that scale.

What’s in it For You?

• Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office) for office-based roles while delivering a connected experience digitally and physically.
• Flexibility & Work-Life Balance: Policies to help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Culture of continuous learning with programs to grow your skills in an AI-enabled future.
• Industry Competitive Benefits: Flexible vacation, mental health days, Headspace access, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources.
• Culture: Globally recognized for inclusion and belonging, with values focused on customers, winning, thinking, speed, and collaboration.
• Social Impact: Two paid volunteer days per year and opportunities to engage in ESG initiatives.
• Real-World Impact: Contribute to efforts that uphold justice, truth, and transparency in the industries we serve.

Equal Opportunity

Thomson Reuters is an Equal Employment Opportunity Employer. We provide a drug-free workplace and reasonable accommodations for applicants with disabilities as required by law. For accommodation requests in the recruiting process, contact our Human Resources Department at the information above. More information on accommodations is available upon request and as applicable by law.

Thomson Reuters informs the way forward by bringing together trusted content and technology for professionals across legal, tax, accounting, compliance, government, and media. Our products combine software and insights to empower professionals with data and solutions that support informed decisions and the pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news.