Manager, Customer Success Audit

As the Manager of Customer Success you will lead a team of Customer Success Managers responsible for driving adoption satisfaction and retention across both HVA and Growth customer segments. This leadership role combines people management operational excellence and strategic vision to ensure customers achieve measurable outcomes while the team delivers exceptional experiences.

You will set priorities coach team members and partner cross-functionally to align Customer Success initiatives with business objectives . Success in this role means building a high-performing team fostering a culture of customer advocacy and driving metrics that matter.

About the Role

Team Leadership : Manage and develop a team of Customer Success Managers supporting both high-value and emerging accounts.

Performance Management : Set goals monitor KPIs (retention utilization health scores) and ensure accountability.

Customer Strategy : Oversee success planning and engagement strategies for different customer segments.

Cross-Functional Partnership : Collaborate with Sales Product Support and Marketing to deliver a seamless customer experience.

Process Optimization : Identify and implement scalable processes tools and best practices to improve efficiency and impact.

Escalation Management : Act as the point of contact for critical issues and executive-level customer interactions.

Talent Development : Recruit onboard and mentor team members to build skills and career growth.

Data-Driven Insights : Use analytics to inform strategy forecast risks and identify opportunities for expansion.

Success Metrics :

Customer Health Score improvement across portfolios.

Utilization and adoption rates for strategic products.

Employee engagement and development outcomes.

About You

The best Customer Success Managers thrive under your leadership because you combine strategic vision with hands-on coaching. You are passionate about customer outcomes team development and operational excellence.

What Makes You Stand Out :

Inspirational Leader : You motivate and empower your team to deliver exceptional results.

Customer Advocate : You champion the voice of the customer and align strategies to drive measurable value.

Strategic Operator : You balance long-term vision with day-to-day execution.

Data-Driven Decision Maker : You leverage metrics to guide priorities and improve performance.

Collaborative Influencer : You build strong partnerships across Sales Product and Support.

Change Agent : You embrace innovation and lead process improvements that scale.

Qualifications :

Bachelors degree in Business Marketing Communication or related field (or equivalent experience).

5 years in Customer Success or Account Management within a SaaS environment.

2 years of people management experience leading Customer Success or similar teams.

Proven track record of driving retention adoption and team performance.

Proficiency in CRM and Customer Success platforms; strong analytical skills.

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Whats in it For You

Hybrid Work Model : Weve 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 tomorrows 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.

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 addition Thomson Reuters offers market leading work life benefits with competitive vacation sick and safe paid time off paid holidays (including two company mental health days off) parental leave sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally Thomson Reuters offers the following additional benefits : optional hospital accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

• Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. For any eligible US locations unless otherwise noted the target total cash compensation range for this role is $147000 - $273000. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individuals knowledge skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

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.

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.

Thomson Reuters makes reasonable accommodations for applicants with disabilities including veterans with disabilities and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process you may contact our Human Resources Department at . Disability accommodations in the recruiting process may include things like a sign language interpreter making interview rooms accessible providing assistive technology or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here .

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More information about Thomson Reuters can be found on .

Required Experience :

Manager

Key Skills

Auditing,GAAP,Accounting,Research Experience,SOX,Project Management,Customer relationship management,Financial Report Interpretation,Internal Audits,Mentoring,Supervising Experience,GAAS

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 147000 - 273000