Manager, Customer Success Management

Join to apply for the Manager, Customer Success Management role at Thomson Reuters Manager, Customer Success Management - AEM About the Role: Responsibility for providing leadership and team management for the CSM team supporting low-mid market customers across the AEM region Manage the delivery of the customer service experience, drive customer retention, identify growth potential and enhance Thomson Reuters brand values Accountabilities: Develop a high-performance team of Customer Success Managers supporting low-mid market customers Drive targeted retention and growth targets for designated customers across a range of content-based products Stay up to date with product launches and enhancements to ensure CSMs maintain a high degree of product knowledge Provide Customer feedback on products and service delivery Act as a strong advocate for customers engaging with our products and services Work closely with other functional areas of the business including Sales, Onboarding, Commercial Excellence, Training and Marketing teams. Recruit, develop, and evaluate personnel to ensure the efficient operation of the team. Act as a liaison between customers, operations, sales, field service and order processing to resolve status, production, delivery and billing inquiries. Expedite service and repairs and manage escalation complaints. Recommends changes to policies and establishes procedures that affect immediate organization. Identifies areas of improvement and efficiency, productivity and accuracy. Leadership of the CSM team members, creating and driving a high performing culture About You: Key Deliverables Create a work environment that produces a highly motivated and agile team that can drive the success of our content business Ensure the Customer Success Team: Achieve retention targets in line with plan Achieve customer activity benchmarks to drive a high level of customer satisfaction Work closely with customer to understand their use cases and identify Upsell and Cross sell opportunities then work with sales team to generate new sales in line with plan Skills And Experience Qualifications and Experience Law or Business Degree Previous experience in a customer success role or equivalent Previous people management experience desirable Excellent understanding of Legal, Tax and Corporate market segments Skills Change Management Persuasion Communication Strategic Insights People Management What’s in it For You? Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. 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. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. 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 are 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. #J-18808-Ljbffr