Customer Success Manager

Customer Success Manager - AEM

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:

Qualifications and Experience

• 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

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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. 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.

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.

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