Customer Success Manager
Core
Managing a portfolio of Thomson Reuters ONESOURCE clients to drive retention, satisfaction, and growth through successful onboarding, renewals, and product adoption.
Role type
Senior Customer Success Manager (SaaS/Legal & Tax)
Builds
Long-term trusted client partnerships and revenue growth for legal, tax, and accounting professionals
Domain
Legal, Tax, and Accounting technology (SaaS)
Deliverable
client delivery
Required skills
Portfolio management, C-suite stakeholder engagement, renewal and retention strategy, product adoption planning, usage analytics, CRM proficiency, commercial awareness
Preferred skills
Experience in Legal, Tax, or Accounting sectors, familiarity with compliance/legal research platforms, knowledge of Australian legal/tax landscape
Technologies
Salesforce, Thomson Reuters ONESOURCE
Responsibilities
Own and manage client accounts focusing on renewals and retention; Build trusted relationships with senior and C-suite stakeholders; Proactively reduce cancellations through value-led conversations; Develop and execute customer success plans; Drive product adoption by creating usage plans and training; Identify cross-sell and upsell opportunities; Maintain accurate forecasting and CRM records
Seniority
Mid-to-Senior, hands-on IC
