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Strategic Customer Success Manager
Thomson Reuters. Own the post-sale customer lifecycle for a portfolio of strategic enterprise accounts .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing the post-sale customer lifecycle for enterprise accounts, focusing on customer success, retention strategies, and driving product adoption. Proven ability to build executive relationships and leverage insights to achieve customer satisfaction and expansion objectives.
Highest-signal resume keywords
Customer Success ManagementExecutive Stakeholder EngagementSalesforce ProficiencyAnalytical Problem-SolvingEnterprise SaaS Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success PlansProduct AdoptionRetention StrategiesCustomer Health MonitoringCross-Sell and Upsell IdentificationSuccess Metrics DevelopmentCustomer AdvocacyRisk ReductionStrategic PartnershipsEngagement Activities
Soft Skills
Communication SkillsAnalytical SkillsProblem-Solving Skills
Tools & Technologies
SalesforceCustomer Success Platforms
Industry Keywords
Enterprise AccountsTax SolutionsLegal SolutionsRisk SolutionsCompliance Solutions
About the role
Key responsibilities & impact- 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, Quarterly Business Reviews 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
- Achieve renewal, retention, adoption, customer satisfaction, advocacy and expansion objectives
- Reduce customer risk and churn
Requirements
What you’ll need- 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
Benefits
Comp & perks- Flexible hybrid working environment
- 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
- Opportunities to get involved with pro-bono consulting projects and ESG initiatives
- Flexible work arrangements
- Career development and continuous learning through Grow My Way programming
- Skills development opportunities