Description
As a Customer Success Manager focused on direct tax, you will translate complex tax rules and changing regulations into practical guidance, helping clients stay ahead of change and make confident decisions in every filing season.
Thomson Reuters measures its success based on the prioritization of its customers' needs and goals. The Customer Success Manager (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.
Key Responsibilities
- 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
Required Qualifications
- 8+ years of professional experience, with a minimum of 3 years’ experience in customer success
- Direct Tax experience
- 4-year college degree required
- 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%
Preferred Qualifications
- Master’s degree or equivalent
- Salesforce user experience
- Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications
What's in it For You?
- Flexibility & Work-Life Balance: Thomson Reuters offers flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- Career Development and Growth: The company fosters a culture of continuous learning and skill development, preparing talent to tackle tomorrow’s challenges and deliver real-world solutions.
- Industry Competitive Benefits: Thomson Reuters offers comprehensive benefit plans, including flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture: The company has a globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
- Social Impact: Thomson Reuters offers employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
The target total cash compensation range for this role is $93,100 USD - $172,900 USD.