Customer Success Executive - Global Accounts

About the Role

The Customer Success Executive (CSE) for Corporate Segment - Global Accounts will lead renewal and upsell motions for top existing accounts, driving retention during renewal windows and handling complex deals. The CSE manages multiple projects and drives performance toward Thomson Reuters' strategic objectives and retention goals.

Location:

Remote within the U.S.

• Understand “what success looks like” for customers and partner with them to define business outcomes; deliver educational activities across the customer lifecycle including onboarding, adoption, and long‑term commitment.
• Drive best practices developed with the customer base and share them with the team; develop commercial growth strategies and define long‑term Customer Success Plans.
• Track and elevate customer health, raising critical concerns internally and mobilizing resources to resolve issues.
• Assess maturity of deployed offerings and recommend improvements; collaborate with the commercial team to activate opportunities.
• Ensure customers derive maximum value and collaborate with Thomson Reuters partner teams to retain, grow, and educate.
• Leverage technology tools (e.g., Gainsight and Salesforce) to keep client information updated and forecast financial projections accurately.
• Lead business plan presentations for your book of business, maximizing efficiency, retention, and growth.

• Develop relationships and optimize Global Firm customer accounts.
• Deliver target financial and customer experience objectives for the corporates segment.
• Forecast monthly renewal and growth targets.
• Report on market and competitor activities.
• Represent the Customer Success team through internal presentations.
• Track key metrics such as active users, user logon, usage metrics, and retention rates.
• Liaise between the customer and Thomson Reuters teams as needed.

You're a fit for the role of Customer Success Executive if you have:

• Bachelor’s degree required; master’s degree or equivalent preferred.
• 5+ years of professional experience, including 3+ years in client management within B2B SaaS or comparable environment.
• Strong operational discipline, including forecasting and system hygiene.
• Experience in Gainsight and Salesforce.
• Experience working with cloud software solutions and delivery models.
• Strong business acumen, communication skills, and problem‑solving ability.

• Flexibility & Work‑Life Balance:
  Workplace policies supporting personal and professional responsibilities, including up to 8 weeks work from anywhere per year.

• Career Development and Growth:
  Continuous learning and skills development opportunities, including AI‑enabled future programs.

• Industry Competitive Benefits:
  Flexible vacation, mental health days, Headspace app access, retirement savings, tuition reimbursement, and wellness resources.

• Culture:
  Inclusion, belonging, flexibility, work‑life balance, and strong values (Obsess over Customers, Compete to Win, etc.).

• Social Impact:
  Paid volunteer days and ESG initiatives.

• Real-World Impact:
  Helping customers uphold justice, truth, and transparency.

We are an Equal Employment Opportunity Employer. We require reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law. More information on requests for accommodations is available here.

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