At a Glance
- Tasks: Drive customer engagement and maximise product usage as a trusted advisor.
- Company: Join Thomson Reuters, a leader in legal and financial solutions.
- Benefits: Enjoy hybrid work, competitive benefits, and career development opportunities.
- Other info: Be part of a diverse team committed to inclusion and social impact.
- Why this job: Make a real-world impact while helping customers achieve their goals.
- Qualifications: 3-5 years in customer success or client-facing roles; strong communication skills.
The predicted salary is between 51750 - 63250 £ per year.
The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments.
Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features.
In this opportunity as a Customer Success Manager (Tax & Trade), you will play a critical role in driving customer value, adoption, and long‐term success. You will serve as the primary trusted advisor for your customer portfolio, ensuring clients fully adopt and leverage our Tax & Trade solutions to achieve their business and compliance objectives.
- Cultivate and sustain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing engagement, support, and strategic guidance.
- Design and execute tailored customer success plans aligned to each customer’s objectives, regulatory context, and maturity, ensuring measurable outcomes and value realization.
- Proactively identify retention and churn risks, develop targeted mitigation strategies, and triage issues with the appropriate internal teams to protect customer outcomes and renewals.
- Conduct regular customer check‐ins and Executive Business Reviews (EBRs) to review progress, align on priorities, and proactively address risks or opportunities.
- Monitor and analyze product usage and adoption trends, identifying barriers to adoption and implementing targeted strategies to increase engagement, feature utilization, and customer health.
- Track and manage key success metrics, including customer health scores, adoption of new features, time to first value, and overall satisfaction.
- Collaborate closely with Sales to support renewals and identify expansion opportunities, including upsell and cross‐sell initiatives, while helping customers evolve and challenge their goals.
- Act as the voice of the customer, gathering insights and feedback to inform product development, roadmap prioritization, and go‐to‐market strategies.
- Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions.
- Partner cross‐functionally with Sales, Product, Marketing, and other internal teams to align customer success initiatives with broader business objectives and strategic account plans.
Success in this role is measured through strong customer outcomes, high retention rates, increased product adoption, and long‐term customer advocacy.
You’re a strong fit for the role of Customer Success Manager if you bring the following experience, skills, and mindset:
- 3–5 years of relevant experience in Customer Success, Account Management, Consulting, or a client‐facing role within SaaS, Tax, Trade, Regulatory, or Financial Services environments.
- Strong interest in technology and software solutions, with a willingness to learn and work with innovative, AI‐enabled products.
- Proven ability to build trusted, long‐term customer relationships and engage effectively with stakeholders at multiple levels.
- Analytical mindset with the ability to interpret usage data, adoption metrics, and customer health indicators to drive proactive action.
- Excellent communication, presentation, and stakeholder‐management skills.
- Positive, customer‐centric attitude with strong problem‐solving capabilities and a proactive approach to managing risk and change.
- Demonstrated ability to work effectively in cross‐functional teams, contributing to shared goals and exceptional customer experiences.
- Comfortable operating in a regulated and detail‐oriented domain, balancing customer needs with compliance and product best practices.
Preferred Qualifications:
- Bachelor’s degree, preferably in Law, Business, Finance, Economics, or a related field (or equivalent professional experience).
What’s in it For You?
- Hybrid Work Model: We’ve adopted a flexible hybrid working environment 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. 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.
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.
Customer Success Manager, EMEA employer: Reuters
Thomson Reuters is an exceptional employer that champions innovation and integrity, offering a dynamic work culture where collaboration and professional growth are at the forefront. With a strong commitment to employee development, you will have access to mentorship opportunities and the chance to shape global privacy strategies in a hybrid work environment, all while being part of a leading organisation that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reuters. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reuters before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager, EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reuters:Your cover letter is your chance to shine! Tell us why you want to work at Reuters specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reuters!
How to prepare for a job interview at Reuters
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
