Senior Customer Success Manager

Job Description

The Senior Customer Success Manager for E-Invoicing Tax & Compliance is responsible for driving adoption retention and expansion across our most valuable tax accounting and compliance customers. This role serves as the primary strategic advisor and trusted partner to C-suite executives and senior stakeholders at tier-1 corporations.

This position requires deep understanding of tax operations regulatory compliance e-invoicing mandates indirect tax (VAT/GST) corporate tax and financial reporting requirements. The Senior CSM will orchestrate complex multi-stakeholder engagements across finance tax accounting treasury and IT departments while driving measurable business outcomes that ensure long-term customer success and revenue growth.

Travel is expected to be 25 per cent.

Key Responsibilities

Strategic Account Management

Customer Relationship Leadership

• Serve as primary strategic advisor and escalation point for assigned tax and compliance clients

• Build and maintain C-suite relationships with CFOs Chief Tax Officers Tax Directors Finance Directors and Controllers

• Conduct Executive Business Reviews (EBRs) quarterly to align on strategic objectives and demonstrate ROI

• Develop and execute comprehensive Customer Success Plans tailored to each clients tax compliance and digital transformation priorities

• Proactively identify risks and opportunities across the customer lifecycle

Business Value Delivery

• Demonstrate quantifiable ROI and business impact through metrics: time savings audit risk reduction compliance accuracy improvements process efficiency gains

• Align Thomson Reuters solutions with customers strategic initiatives (e-invoicing mandates tax transformation regulatory compliance digital finance)

• Position Thomson Reuters as an indispensable strategic partner for tax and compliance operations

• Create custom business cases justifying renewal and expansion investments

• Translate product capabilities into tax/finance-specific business outcomes (reduced manual work faster close cycles audit readiness risk mitigation)

Revenue Growth & Retention

Retention Excellence

• Own renewal responsibility for assigned strategic tax and compliance accounts

• Achieve 95% logo retention and 120% Net Revenue Retention targets

• Proactively manage renewal pipeline with 90 day lead time

• Mitigate churn risks through early intervention and strategic planning

• Negotiate renewals and contract terms in partnership with sales leadership

Expansion & Upsell

• Identify and qualify expansion opportunities across tax accounting treasury and IT departments

• Drive cross-sell initiatives for complementary products (Checkpoint ONESOURCE Indirect Tax Tax Provision E-Invoicing solutions)

• Develop expansion roadmaps aligned with customer tax transformation maturity and regulatory timelines

• Partner with Account Executives to close expansion deals

• Achieve 25% expansion revenue growth annually from assigned accounts

Product Adoption & Value Realization

Adoption Strategy

• Drive product adoption across all licensed solutions to maximize customer value and stickiness

• Develop role-based adoption plans for different user personas (tax managers tax analysts accountants compliance officers finance controllers)

• Monitor usage analytics and health scores to identify adoption gaps

• Design and execute targeted enablement campaigns to increase feature utilization

• Ensure customers achieve time-to-value within 90 days of purchase (tax calculations accurate e-invoicing compliance achieved reporting automated)

Training & Enablement

• Coordinate comprehensive onboarding programs for new tax software deployments

• Deliver executive briefings department-level training and power-user workshops focused on tax workflows

• Create customized training materials and use cases relevant to tax compliance e-invoicing and financial reporting workflows

• Enable customer champions and super-users to drive internal adoption across tax and finance teams

• Measure training effectiveness through usage metrics accuracy improvements and customer feedback

Customer Advocacy & Voice of Customer

Reference & Advocacy Development

• Convert satisfied customers into referenceable advocates and case study participants

• Facilitate peer connections and customer-to-customer best practice sharing

• Secure executive participation in tax advisory boards and industry events

• Develop customer success stories and ROI case studies (audit savings efficiency gains compliance improvements)

• Drive NPS scores of 50 through exceptional customer experience

Product Feedback & Innovation

• Serve as primary conduit for customer feedback to Product and Engineering teams

• Identify product gaps enhancement requests and competitive threats in tax technology

• Participate in beta testing programs with tax and finance clients (new e-invoicing features tax calculation updates regulatory content)

• Advocate for customer needs in product roadmap discussions

• Contribute to product strategy based on market and customer intelligence around regulatory changes

Required Qualifications

• 10 years in Customer Success Account Management Client Services or Tax/Accounting Advisory roles Client Partner roles

• Excellent interpersonal skills to navigate internal and external stakeholder relationships

• Proven track record of managing complex multi-stakeholder relationships across finance and IT organizations

Preferred Qualifications

• Arabic proficiency

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Whats in it For You

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. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

We are powered by the talents of 26000 employees across more than 70 countries where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity accuracy fairness and transparency are under attack we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex/gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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