Are you a proactive and commercially focused Customer Success qualified who enjoys building trusted client partnerships and helping customers achieve lasting value? We are looking for a Customer Success Manager to join our team and manage a portfolio of valued ONESOURCE clients across Australia.
This role will be based in Melbourne or Sydney.
About The Role
You will:
Own and manage a portfolio of client accounts, focusing on renewals, retention, and price yield.
Build trusted relationships with clients, including senior and C‐suite stakeholders.
Proactively reduce cancellations through regular engagement, value‐led conversations, and strong renewal messaging.
Develop and execute customer success plans to improve satisfaction, retention, onboarding, and first‐year renewal outcomes.
Drive product adoption by creating usage plans, identifying training needs, and educating clients on product value and differentiation.
Identify cross‐sell and upsell opportunities, share customer feedback, and build strong industry and product knowledge.
Maintain accurate forecasting, CRM records, territory plans, account health updates, escalations, and issue resolution through the right internal teams.
About You
You're a fit for the role of Customer Success Manager if you have the following required qualifications:
Minimum 5–8 years' experience in Customer Success, Account Management, or a similar client‐facing role.
Proven track record of retaining and growing a portfolio of accounts.
Strong relationship‐building skills, including experience engaging with C‐level stakeholders.
Excellent account planning, organization, and prioritization skills.
Highly customer‐focused with strong commercial awareness.
Outstanding verbal and written communication skills,



with the ability to explain complex ideas clearly.
Proficient in Salesforce or equivalent CRM platforms, with the ability to manage high levels of activity across a large portfolio.
Additional Preferred Qualifications
Previous experience in the Technology, SaaS, Legal, or Tax & Accounting sectors.
Familiarity with Thomson Reuters ONESOURCE or similar compliance/legal research platforms.
Bachelor's degree in business, Finance/Accounting, Commerce, or Law.
Understanding of the Australian legal, tax, or financial services landscape.
Benefits
Hybrid Work Model: Flexibility with 2–3 days a week in the office, depending on the role.
Flexibility & Work‐Life Balance: Supportive workplace policies, including work from anywhere for up to 8 weeks per year.
Career Development and Growth: Continuous learning programs and skills‐first approach.
Industry Competitive Benefits: Flexible vacation, two company‐wide mental health days off, Headspace app access, retirement savings, tuition reimbursement, incentive programs, and resources for wellbeing.
Culture: Inclusive, versatile, and values‐driven environment.
Social Impact: Paid volunteer days off and ESG initiatives.
Real‐World Impact: Contribute to justice and transparency worldwide.
Equal Employment Opportunity: We seek qualified employees regardless of race, color, sex/gender, pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship status, veteran status, or any other protected classification under applicable law. We are a drug‐free workplace and make reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.
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📌 Customer Success Manager (Melbourne)
🏢 Thomson Reuters
📍 Melbourne