We’re seeking a Strategic Customer Success Manager to drive customer outcomes across our largest and most strategic customers in Australia and New Zealand. In this role you will work closely with Strategic Account Managers to ensure our customers achieve measurable business value from their Thomson Reuters investment, identifying opportunities to strengthen long‑term partnerships and expand existing relationships.
Responsibilities
- 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), 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.
Qualifications
- 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.
Benefits
- Hybrid Work Model – flexible working environment with up to 8 weeks remote.
- Versatile Work‑Life Balance policies.
- Career Development and Growth initiatives.
- Industry Competitive Benefits: flexible vacation, mental health days, Headspace app, retirement savings, tuition reimbursement.
Equal Opportunity Employer
Thomson Reuters is an Equal Employment Opportunity Employer that provides a drug‑free workplace. We make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. Learn more on requesting an accommodation here.
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📌 Strategic Customer Success Manager (Australia)
🏢 Refinitiv
📍 Australia
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