Senior AI Customer Success Manager

Are you interested in unlocking the full potential of AI for leading accounting firms and drive business growth through strategic partnerships?

Join a dynamic and highly skilled team within Thomson Reuters, where we combine the energy and innovation of a startup with the stability and resources of a global leader. As a Senior AI Customer Success Manager, you will own a portfolio of strategic and large accounts, fostering deep partnerships with our most important customers to ensure adoption, retention, and meaningful expansion.

This role offers a unique opportunity to be part of a nimble and forward-thinking team, operating in a fast-paced, innovative environment while leveraging the scale of Thomson Reuters. You’ll collaborate with some of the brightest minds in the field, crafting strategic success plans, driving value realization, and identifying opportunities to grow our footprint within some of the largest firms in the industry.

We are looking for individuals who are eager to make an impact, thrive in a collaborative setting, and embrace a consultative, entrepreneurial approach to success management. Your ability to deliver results will position you as a trusted partner for our customers and a leader within Thomson Reuters’ forward-looking AI strategy.

About the Role

In this opportunity as a Senior AI Customer Success Manager, you will:

• Manage a portfolio of accounts focusing on large and high growth opportunity accounts.
• Assist with building out a customer success department for an exciting new AI product in an evolving industry with a nimble team within the Thomson Reuters umbrella.
• Be a strategic partner for accounting firms’ investment into AI and act as a trusted advisor, educating customers on AI capabilities and new features.
• Conduct business reviews to share insights, track KPIs, and drive strategic conversations.
• Proactively monitor customer adoption and usage metrics, addressing risks or opportunities.
• Partner with customers to create tailored success plans that align with their business goals.
• Collaborate with Sales on opportunities, ensuring a seamless process for cross-department adoption, retention and expansion.

About You

You’re a fit for the role if your background matches the following:

• 4+ years of experience in customer success, account management, or related roles. Comfortable running meetings with C-Suite executives.
• Public accounting experience preferred (audit or tax) – can be replaced with proficient CS experience.
• Strong understanding of AI-powered tools or enterprise software solutions.
• Excellent communication, relationship management, and problem-solving skills.
• Familiarity with Gainsight or similar customer success platforms is a plus.

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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• 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

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet 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.

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