Strategic Customer Success Manager

Strategic Customer Success Manager - ANZ Corporate

(Thomson Reuters ONESOURCE)

We're seeking a Strategic Customer Success Manager to drive customer outcomes across our largest and most strategic customers in Australia and New Zealand. As a key member of our team, you'll work closely with Strategic Account Managers to ensure our customers achieve measurable business value from their Thomson Reuters investment. Your primary goal will be to identify opportunities to strengthen long-term partnerships and expand existing relationships.

About the Role

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

• Own the post-sale customer lifecycle for a portfolio of strategic enterprise accounts.
• Develop and execute Customer Success Plans aligned to customer business priorities.
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) and strategic governance meetings.
• Drive product adoption, utilisation and time-to-value across Thomson Reuters solutions.
• Monitor customer health, identify risks early and execute retention strategies.
• Partner with Strategic Account Managers to identify expansion, cross-sell and upsell opportunities.
• Build trusted executive relationships with customer stakeholders.
• Act as the Voice of the Customer across Product, Support, Professional Services and Sales.
• Coordinate internal resources to ensure successful delivery and customer outcomes.
• Capture customer insights, success metrics and engagement activities within Salesforce.
• Develop customer advocates, references and long-term strategic partnerships.

Success Measures

• Renewal and retention performance.
• Customer health and adoption metrics.
• Executive engagement across strategic accounts.
• Customer satisfaction and advocacy.
• Expansion pipeline generated within existing customers.
• Delivery of Customer Success Plans and Quarterly Business Reviews.
• Reduced customer risk and churn.

About you

You're a fit for the role of Strategic Customer Success Manager, if you have the following qualifications:

• 5+ years in Customer Success, Strategic Account Management or Enterprise SaaS.
• Experience managing enterprise or strategic customers.
• Strong executive stakeholder engagement.
• Commercial mindset with the ability to identify growth opportunities.
• Strong analytical, communication and problem-solving skills.
• Experience working within cross-functional matrix organisations.
• Familiarity with Salesforce and Customer Success platforms.
• Exposure to Tax, Legal, Risk or Compliance solutions is advantageous.

What’s in it For You?

• 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.

• 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.

• 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.

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.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

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.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.