Customer Success Manager, Open Coverage - Audit

Customer Success Manager - Open Coverage

As a Customer Success Manager - Open Coverage, you will own the post-sale relationship for a portfolio of customers, ensuring they achieve measurable value and remain engaged throughout their lifecycle. You'll drive product adoption, monitor customer health, and proactively mitigate churn risks. You will be responsible for helping with driving retention, renewal activities, and driving cross-sales and upsells. This role requires strong collaboration with internal teams to support renewals, identify upsell opportunities, and deliver a seamless customer experience.

About the Role

In the role of Customer Success Manager - Open Coverage, you will:

• 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

Success Metrics:

• Qualified Lead Generation: High-quality leads passed to Sales from customer engagements.
• Customer Health Score: Composite score reflecting engagement, product usage, and satisfaction.
• Utilization: Rate of product usage and adoption within assigned accounts.
• Retention: Renewing clients during peak product renewal times.

About You:

The best Customer Success Managers - Open Coverage are trusted advisors and strategic partners to their customers. You thrive in dynamic environments, balancing proactive engagement with data-driven decision-making. You are naturally curious, empathetic, and passionate about helping customers succeed. You are able to move territories seamlessly when open coverage is needed and you engage with your new book of business effortlessly to provide value to your client list.

What Makes You Stand Out:

• Relationship Builder: You excel at creating strong, long-term partnerships and can influence at all levels.
• Customer Advocate: You put the customer at the center of every decision and are committed to delivering measurable value.
• Strategic Thinker: You see the big picture and can align customer goals with business outcomes.
• Data-Driven: You use insights and metrics to guide decisions and prioritize actions effectively.
• Collaborative Leader: You work seamlessly across teams and mentor others to elevate the Customer Success function.
• Adaptable & Proactive: You anticipate challenges, act quickly, and continuously seek ways to improve processes and outcomes.

Qualifications:

• Bachelor's degree in Business, Marketing, Communication, or related field (or equivalent experience).
• 13 years in Customer Success, Account Management, or similar role within a SaaS company.

Skills & Attributes:

• 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.

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) 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. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• 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. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• 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. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• 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. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. 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.Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $93,100 USD - $172,900 USD. Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. Target total cash compensation ranges are inclusive of both base pay and any target sales incentive.

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 26,000 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