Manager, Customer Success

Job Overview

We’re looking for a Manager of Customer Success to lead a team of Customer Success Managers (CSMs) serving customers across our Indirect Tax and Direct Tax solutions (ONESOURCE). This leader will also directly hold and manage their own focused book of enterprise customers while managing and developing a team of Customer Success professionals.

The ideal candidate is equally comfortable leading people and engaging with executives at our largest customers, setting direction for the team, modeling best-in-class customer success practices, and rolling up their sleeves to drive outcomes for their own accounts.

About the Role

Personal Book of Business

• Own a portfolio of enterprise and strategic customers across our Tax and Trade solutions.
• Build and execute customer success plans (CSPs), lead executive business reviews (EBRs), and executive check-ins.
• Track product usage, time-to-value, and leading indicators to proactively manage customer health and escalated risk early.
• Identify and drive expansion opportunities within your assigned portfolio, collaborating with Sales on strategy and execution.
• Model best-in-class customer success practices.

Team Leadership

• Hire, coach, and hold CSMs accountable to develop and demonstrate strong skills in customer relationship management, problem-solving, and strategic account planning.
• Set and monitor clear performance metrics tied to adoption, retention, expansion, and customer advocacy.
• Ensure high-quality, consistent delivery of CSPs, EBRs, and proactive check-ins across the team.
• Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.
• Partner closely with Sales, Product, Customer Support, Professional Services, Engineering, and Enablement to remove blockers and accelerate outcomes.
• Use Gainsight, Salesforce, and related tooling to maintain accurate account data, health scores, and activity tracking for your team.
• Lead by example and build a culture of customer focus, accountability, rigor, and continuous improvement within the team.

Key Outcomes

• Renewal and NRR goals met or exceeded for both your team and your own accounts.
• Higher adoption and faster time-to-value across Tax (ONESOURCE) solutions.
• Clear customer health visibility and strong plans for at-risk accounts.
• Consistent delivery of CSPs, EBRs, and proactive engagement.
• Expansion opportunities identified and executed across all portfolios.
• Strong cross-functional collaboration and customer advocacy.

About You

• Experience mentoring, leading, or managing CSM teams (SaaS preferred); tax, trade, or ERP experience is a plus.
• Passion for developing people and building high-performing teams; you lead with empathy, clarity, and accountability.
• Proven record driving retention, adoption, and expansion with enterprise/strategic accounts while owning a book of business.
• Hands‑on experience with Gainsight and Salesforce (or similar CS/CRM tools); Gong or similar is a plus.
• Familiarity with ONESOURCE, Pagero, or comparable tax/trade solutions, and understanding of SaaS/cloud delivery.
• Strong executive presence with excellent communication and stakeholder management.
• Strong business acumen and problem-solving; able to manage the full customer journey.
• Demonstrated curiosity, learning agility, proactivity, urgency, strategic thinking, collaboration, and accountability.
• Aligned to TR values: obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together.
• Bachelor’s degree required; master’s degree a plus.
• Ability to travel up to 25%.

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.
• 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.
• 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.
• 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 ESG initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our package includes market competitive health, dental, vision, disability, and life insurance programs, a competitive 401(k) plan with company match, paid holidays (including two mental health days), parental leave, sabbatical leave, and additional voluntary benefits such as hospital and accident insurance, life insurance, health savings accounts, fitness reimbursement, and more.

We comply with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range for this role is $147,000 USD - $273,000 USD and includes base pay and any target sales incentive.

This job posting will close 01/08/2026.

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.

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.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. We seek talented, qualified employees in all our operations while ensuring equal opportunity regardless of race, color, sex/gender, 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.

We also make reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law. Learn more about requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com