Manager, Customer Success

We're looking for a Manager of Customer Success to lead a team of Customer Success Managers (CSMs) serving customers across our Indirect Tax and Direct Tax solutions (ONESOURCE). This leader will also directly hold and manage their own focused book of enterprise customers while managing and developing a team of Customer Success professionals.
The ideal candidate is equally comfortable leading people and engaging with executives at our largest customers, setting direction for the team, modeling best-in-class customer success practices, and rolling up their sleeves to drive outcomes for their own accounts.

About the Role
In your capacity serving your individual book of business, you will:
· Own a portfolio of enterprise and strategic customers across our Tax and Trade solutions.
· Build and execute customer success plans (CSPs), lead executive business reviews (EBRs), and executive check-ins
· Track product usage, time-to-value, and leading indicators to proactively manage customer health and escalate risk early.
· Identify and drive expansion opportunities within your assigned portfolio, collaborating with Sales on strategy and execution.
· Model best-in-class customer success practices
In your capacity as the leader of a team of CSMs, you will:
· Hire, coach, and hold CSMs accountable to develop and demonstrate strong skills in customer relationship management, problem-solving, and strategic account planning.
· Set and monitor clear performance metrics tied to adoption, retention, expansion, and customer advocacy.
· Ensure high-quality, consistent delivery of CSPs, EBRs, and proactive check-ins across the team.
· Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs.
· Partner closely with Sales, Product, Customer Support, Professional Services, Engineering, and Enablement to remove blockers and accelerate outcomes.
· Use Gainsight, Salesforce, and related tooling to maintain accurate account data, health scores, and activity tracking for your team.
· Lead by example and build a culture of customer focus, accountability, rigor, and continuous improvement within the team.

Key Outcomes
· Renewal and NRR goals met or exceeded for both your team and your own accounts.
· Higher adoption and faster time-to-value across Tax (ONESOURCE) solutions.
· Clear customer health visibility and strong plans for at-risk accounts.
· Consistent delivery of CSPs, EBRs, and proactive engagement.
· Expansion opportunities identified and executed across all portfolios.
· Strong cross-functional collaboration and customer advocacy.

About You
You are a fit for the role of Manager, Customer Success if you have:
· Experience mentoring, leading, or managing CSM teams (SaaS preferred); tax, trade, or ERP experience is a plus.
· Passion for developing people and building high-performing teams; you lead with empathy, clarity, and accountability.
· Proven record driving retention, adoption, and expansion with enterprise/strategic accounts while owning a book of business.
· Hands-on experience with Gainsight and Salesforce (or similar CS/CRM tools); Gong or similar is a plus.
· Familiarity with ONESOURCE, Pagero, or comparable tax/trade solutions, and understanding of SaaS/cloud delivery.
· Strong executive presence with excellent communication and stakeholder management.
· Strong business acumen and problem-solving; able to manage the full customer journey.
· Demonstrated curiosity, learning agility, proactivity, urgency, strategic thinking, collaboration, and accountability.
· Aligned to TR values: obsess over customers, compete to win, challenge your
· Aligned to TR values: obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together.
· Bachelor's degree required; master's degree a plus.
· Ability to travel up to 25%.

#LI-BS1

What’s in it For You?

• 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.