Customer Success Manager – Direct Tax

Thomson Reuters

. Translate complex tax rules and changing regulations into practical guidance for clients .

Posted 10/16/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management, with a strong focus on translating tax regulations into actionable guidance and maximizing customer value through effective relationship management. Proficient in utilizing Gainsight and Salesforce for client management and driving retention and growth.

Highest-signal resume keywords

Customer Success ManagementDirect Tax ExperienceSalesforce User ExperienceSaaS ImplementationsBusiness Acumen

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey ManagementConflict ResolutionProblem-SolvingEducational Activities DevelopmentBusiness Plan Presentation

Soft Skills

Strong Communication SkillsCollaboration

Tools & Technologies

GainsightSalesforceCloud Software SolutionsEnterprise Resource Planning (ERP)

Certifications & Qualifications

4-Year College DegreeMaster's Degree or Equivalent Preferred

Industry Keywords

Customer SuccessConcierge ServicesAdvisory ServicesCommercial Growth OpportunitiesMarket and Competitor Activities

Tech Stack

Tools & technologies

CloudERP

About the role

Key responsibilities & impact

Translate complex tax rules and changing regulations into practical guidance for clients
Manage a book of business for Concierge and/or Advisory customers
Develop customers’ knowledge of their suite of offerings
Define customer success, deliver educational activities throughout the customer lifecycle, and track progress toward business outcomes
Develop and share best practices and Customer Success Plans
Collaborate with Sales, Professional Services, commercial teams, and other internal teams
Monitor customer health using usage data and escalate critical concerns
Identify and activate commercial growth opportunities
Ensure customers receive maximum value from their investment, driving retention and growth
Use Gainsight and Salesforce to manage client information, pipeline, and financial forecasts
Build and present business plans
Report on market and competitor activities
Represent Customer Success in cross-functional meetings

Requirements

What you’ll need

8+ years of professional experience, with a minimum of 3 years’ experience in customer success
Direct Tax experience
4-year college degree required
Experience working in and around cloud software solutions and cloud delivery models
Strong business acumen and communication skills
Ability to manage a customer journey, conflict resolution, and problem-solving
Ability to travel 25%
Master’s degree or equivalent preferred
Salesforce user experience preferred
Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications preferred

Benefits

Comp & perks

Flexible work arrangements, including work from anywhere for up to 8 weeks per year
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Pro-bono consulting project opportunities
Environmental, Social, and Governance (ESG) initiative opportunities
Health, dental, vision, disability, and life insurance programs
Competitive 401k plan with company match
Competitive vacation, sick and safe paid time off
Paid holidays, including two company mental health days off
Parental leave
Sabbatical leave
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
Employee Assistance Program
Group Legal Identity Theft Protection benefit paid 100% by employee
Access to 529 Plan
Commuter benefits
Adoption & Surrogacy Assistance
Employee Stock Purchase Plan