Vice President of Client Success

Vice President, Client Success - We are seeking an experienced Vice President, Client Success to lead our customer success & client management teams at Thomson Reuters. This role will provide strategic direction and coaching to managers, enabling them to deliver measurable outcomes for our Tax & Accounting customers. This role is critical in driving value realization, customer adoption, satisfaction, and retention while fostering growth across our client base and will need to work with senior leadership across the business to ensure alignment & proper support for the Client Success organization.

Position is hybrid at one of our TR hub sites: Minneapolis, MN, Dallas, Texas or Ann Arbor, Michigan

About the Role:

In this opportunity as Vice President, Client Success, you will:

Strategic Leadership: Develop and implement customer success strategies that align with business goals and enhance customer value.

Team Management: Lead and manage a team of customer success managers, client executives & retention specialists. Foster a culture of operational excellence and growth.

Foster Retention & Growth: Develop and execute strategies to reduce customer churn rates and increase customer loyalty and renewal rates.  Drive add-on sales and upsells as part of retention and quarterly review motions.

Customer Journey Management: Map and oversee the entire customer journey, ensuring a seamless experience from onboarding through retention and growth strategies.

Client Engagement: Build and maintain strong relationships with key clients, acting as a trusted advisor and advocate for their needs.

Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer success initiatives.

Collaborate Across Functions: Partner with Sales, Product, and Enablement teams to align on customer needs and integrate customer success priorities into broader organizational strategies.

Market Insights: Stay informed about industry trends and customer needs to continuously improve customer success strategies.

About You:

You’re a fit for the role of Vice President, Client Success if your background includes:

• Bachelor’s degree in Business, Marketing, or a related field or equivalent experience.

• Minimum of 10 years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role.

• Proven track record of driving customer retention and reducing churn.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Ability to think strategically and execute tactically.

• Proficiency in CRM software and customer success tools.

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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