Customer Success Manager

About the Role:

• Develop and maintain strong relationships with customers to ensure their success and satisfaction.
• Manage a team of account managers who serve as the primary point of contact for customers, addressing their needs and concerns promptly.
• Onboard new customers, providing training and support to ensure a smooth transition.
• Monitor customer usage and engagement with our products, identifying opportunities for improvement.
• Collaborate with internal teams to address customer feedback and enhance the customer experience.
• Conduct regular check-ins and business reviews with customers to assess their progress and identify areas for growth.
• Develop and implement customer success plans tailored to each customer's unique needs and goals.
• Advocate for customers within the company, ensuring their voices are heard and their needs are met.
• Track and report on key customer success metrics, such as customer satisfaction, retention, and expansion.
• Engage regularly with customers to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.
• Identify opportunities to optimize customer outcomes by recommending best practices and aligning solutions to business objectives.
• Proactively address customer needs, identify opportunities for expansion, and develop strategies to drive satisfaction.
• Serve as the voice of the customer by sharing feedback with internal teams to influence future enhancements and features.
• Partner with Sales, Marketing, and Support teams to align on customer objectives and deliver a seamless experience.

About You:

• Bachelor’s degree in business, Marketing, or a related field.
• 3+ years of experience in customer success, account management, sales management or a similar role.
• Excellent interpersonal and communication skills, with the ability to build trust and rapport with customers.
• Strong problem-solving and analytical abilities.
• Ability to work independently and collaboratively within a team.
• Proficiency in CRM software and other relevant tools.
• A customer-focused mindset with a passion for helping customers succeed.

#LI-PK1

What’s in it For You?

Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:

• Industry-Leading 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.

• 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, and hybrid model, 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 skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.

• 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.

• 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.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with