At a Glance
- Tasks: Drive customer success and build long-term partnerships with strategic accounts.
- Company: Join Thomson Reuters, a leader in legal and financial information.
- Benefits: Enjoy flexible work arrangements, competitive pay, and comprehensive health benefits.
- Other info: Be part of a diverse team committed to inclusion and community impact.
- Why this job: Make a real-world impact while helping customers achieve their goals.
- Qualifications: 5+ years in Customer Success or Strategic Account Management required.
The predicted salary is between 90000 - 110000 $ per year.
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
- 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
- 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).
- Flexibility & Work‑Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities.
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges.
- Industry Competitive Benefits: We offer comprehensive benefit plans including flexible vacation, Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, and resources for wellbeing.
- Culture: Globally recognized for inclusion and belonging, flexibility, work‑life balance, and more.
- Social Impact: Make an impact in your community with our Social Impact Institute.
- Making a Real‑World Impact: We help our 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.
Strategic Customer Success Manager in Sydney employer: Thomson Reuters
Thomson Reuters is an exceptional employer, offering a dynamic work culture that prioritises flexibility and work-life balance through its hybrid work model and supportive policies. Employees benefit from comprehensive career development programs, competitive benefits, and the opportunity to make a meaningful impact in the legal field while working with cutting-edge AI technologies. With a strong commitment to inclusion and social responsibility, Thomson Reuters empowers its team to grow professionally and contribute to a greater purpose.
