Customer Success Manager

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About the Role

• Renewal ownership: lead renewal strategy and negotiations; ensure price yield targets are met; proactively mitigate churn and at-risk accounts.
• Customer lifecycle management: define success plans with measurable outcomes and execute engagement cadences to drive adoption and retention.
• Growth identification: surface cross-sell and upsell opportunities based on business needs and product fit; partner with Business Development to progress expansion.
• Executive and stakeholder engagement: build multi-threaded relationships; tailor value narratives that position our solutions vs. competitors.
• Training and enablement: diagnose customer training needs; coordinate with Training Specialists to deliver targeted enablement that boosts usage and proficiency.
• Territory and account planning: maintain account plans, health scores, and risk/expansion hypotheses; execute territory strategies aligned to segment goals.
• Forecasting and reporting: deliver accurate renewal and expansion forecasts; reforecast as needed; maintain dashboards and documentation.
• Salesforce discipline: ensure complete, timely, and accurate CSM data, including activities, health indicators, renewal dates, and opportunity details.
• Product and industry expertise: maintain current product knowledge and competitive positioning; develop industry understanding to align use cases with customer outcomes.
• Cross-functional collaboration: partner with Product, Support, Order Management, Marketing, and Sales to resolve issues, share insights, and enhance customer experience.

Key Deliverables

• Renewal outcomes, meeting or exceeding retention and price yield targets for assigned accounts.
• Regular customer touchpoints highlighting value realized, usage trends, roadmap relevance, and next-step commitments.
• Accurate monthly and quarterly forecasts for renewals and identified expansion opportunities.
• Clean, up-to-date Salesforce records and reporting dashboards.
• Customer training plans and completion outcomes that correlate to increased adoption/usage.
• Actionable customer and competitive insights shared with internal teams.

About You

• Bachelor’s degree in Business, Finance/Accounting, Commerce, Law, or related field preferred.
• Background in Account Management, Customer Success, or Sales within Technology/SaaS or IT preferred; proven track record driving renewals and retention.

Skills

• Commercial acumen
• Relationship leadership: strong stakeholder management
• Communication: excellent English written and verbal skills; other languages as required
• Customer orientation
• Planning and organization: strong territory/account planning, prioritization, and time management skills
• Collaboration: effective cross-functional partner

What’s in it For You?

• Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office) for office-based roles, with digital and physical connectivity.
• Flexibility & Work-Life Balance: Flex My Way policies to help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Grow My Way programming and skills-first approach to develop capabilities for an AI-enabled future.
• Industry Competitive Benefits: Flexible vacation, two company-wide Mental Health Days, Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and wellbeing resources.
• Culture: Global presence with an emphasis on inclusion, belonging, and values such as Obsess over our Customers, Compete to Win, Challenge Thinking, Act Fast / Learn Fast, Stronger Together.
• Social Impact: Two paid volunteer days annually and opportunities for pro-bono and ESG initiatives through the Social Impact Institute.
• Making a Real-World Impact: We help customers pursue justice and transparency, upholding the rule of law and providing trusted information globally.

About Us

Thomson Reuters informs the way forward by bringing together trusted content and technology for professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. We are powered by 26,000 employees across more than 70 countries, and we strive to pursue objectivity, accuracy, fairness, and transparency. Thomson Reuters is 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 about Thomson Reuters at thomsonreuters.com.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Financial Services, Legal Services, and IT Services and IT Consulting

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