Customer Success Manager - Open Coverage
Thomson Reuters is a global leader in providing trusted content and technology to professionals across various sectors. The Customer Success Manager - Open Coverage will manage post-sale relationships for a portfolio of customers, ensuring they achieve value and engagement while driving product adoption and mitigating churn risks.
Responsibilities
- Manage post-sale relationships for a portfolio of accounts
- Drive product adoption, usage, and customer satisfaction
- Monitor customer health and address risks before they escalate
- Continuing to drive client utilization to increase retention
- Collaborate with Account Specialists on renewals and upsell opportunities
- Conduct regular check-ins and business reviews to align on goals and outcomes
- Leverage data and insights to prioritize outreach and inform engagement strategies
- Maintain CRM and Customer Success tools for visibility and accountability
- Contribute to process improvements and internal initiatives that enhance the CS function
- Own the end-to-end renewal process for a portfolio of customers
- Manage quoting, contract execution, and renewal forecasting
- Identify and execute low-complexity upsell and cross-sell opportunities
Skills
- Bachelor's degree in Business, Marketing, Communication, or related field (or equivalent experience)
- 1–3 years in Customer Success, Account Management, or similar role within a SaaS company
- Strong relationship-building and communication skills
- Customer-centric mindset with a focus on delivering value
- Ability to manage a portfolio of accounts with varying needs
- Proficiency in CRM and Customer Success platforms
- Organized, proactive, and comfortable working cross-functionally
Benefits
- 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.
- 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.
- 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.
- Social Impact: Make an impact in your community with our Social Impact Institute.
- In the United States, Thomson Reuters offers a comprehensive benefits package to our employees.
- 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.
Company Overview
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