Customer Success Manager, Indirect Tax

Are you passionate about building meaningful relationships and empowering customers to achieve their goals, while driving success for both them and the company?

Customer Success is not just a function or team at Thomson Reuters, but also our reason for doing business. We measure our success based on the prioritization of our customers' needs and goals. The relationship we create with our customers determines the future benefits for them and our company.

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. The CSM will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with the growth and retention of customers.

About the Role

• 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.

About You

• 8+ years of professional experience, with a minimum of 3 years’ experience in customer success.
• Indirect Tax experience.
• 4-year college degree required; master’s degree or equivalent preferred.
• Salesforce user experience a plus.
• Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus.
• 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, up to 25% of the time.

Compensation

For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $93,100 USD – $172,900 USD. Pay is positioned within the range based on 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.

Benefits

• Flexibility & Work‐Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year, helping employees achieve a better work‐life balance.
• Career Development and Growth: A culture of continuous learning and skill development with Grow My Way programming and a skills‐first approach to grow, lead, and thrive in an AI‐enabled future.
• Industry Competitive Benefits: 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: 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 Your Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: 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 help customers pursue justice, truth, and transparency, helping uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people worldwide.

Thomson Reuters is an Equal Employment Opportunity Employer. We do not discriminate in employment decisions based on race, color, sex, gender identity or expression, pregnancy, national origin, religion, sexual orientation, disability, age, marital status, citizenship status, veteran status, or any other protected classification under applicable law. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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