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We're looking for a Customer Success Manager to lead a team of Customer Success Managers with customers across our Indirect Tax, Direct Tax, and Global Trade solutions (ONESOURCE). You'll coach and enable your team to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. Your team will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services. About the Role In this opportunity as a Manager, Customer Success, you will:
Manage customer health:
Track product usage, time-to-value, and leading indicators; escalate risk early with cross-functional mitigation plans Standardize plays for onboarding, adoption, and renewal
Partner for growth:
Identify and qualify expansion opportunities; collaborate with Sales on strategy and execution Coordinate with Professional Services, Support, Product, and Engineering to remove blockers and accelerate outcomes
Operate with rigor:
Use Gainsight and Salesforce to maintain accurate account data, health scores, and track accounts Share market feedback and competitive insights to inform product roadmap and go-to-market strategy
Live our TR core values:
Obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together-driving impact through curiosity, speed, and collaboration.
Key Outcomes
Renewal rate and net revenue retention goals met or exceeded Increased customer adoption and time-to-value across ONESOURCE solutions Identify and drive expansion across your assigned customer portfolio High-quality, consistent delivery of CSPs, EBRs, and check-ins across the team Clear visibility and action plans for at-risk accounts Strong cross-functional collaboration that improves customer experience and advocacy
About You You are a fit for the role of Manager, Customer Success if you have:
3+ years leading or managing Customer Success teams (SaaS preferred); experience with tax, trade, or ERP ecosystems is a plus Demonstrated passion for developing people and building high-performing teams. Energized and elevated others; lead with empathy, clarity, and accountability Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts Hands-on experience with Gainsight and Salesforce (or similar CS/CRM platforms) Familiarity with ONESOURCE, Pagero, or comparable tax/trade solutions is a plus Understanding of SaaS implementation and cloud delivery models Strong executive presence: excellent communication, stakeholder management, and facilitation skills for EBRs and executive check-ins Bachelor's degree required; master's degree a plus
#LI-BS1 What's in it For You?
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our 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: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include 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: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.
Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations.
For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $147,000 - $273,000.
This is inclusive of both base pay and any target sales incentive.
Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.
This job posting will close 09/21/2025.
About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com.
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Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)
Aug 21, 2025