Customer Success Manager

As a proactive and commercially focused Customer Success professional, you will manage a portfolio of valued ONESOURCE clients across Australia and play a key role in driving client retention, satisfaction, and growth across key accounts. You will help clients maximise the value of Thomson Reuters ONESOURCE products and solutions with a focus on successful onboarding, renewals, product adoption, and long‑term trusted relationships. The role is based in Melbourne or Sydney.

Responsibilities

- 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.

Qualifications

- Minimum 5‑8 years of 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, organisation and prioritisation 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.

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 – flexible hybrid working environment with office days as required.
- Flexibility & Work‑Life Balance – policies to support personal and professional responsibilities, including up to 8 weeks of work from anywhere per year.
- Career Development and Growth – continuous learning and skill‑development programmes.
- Competitive Benefits – flexible vacation, mental health days, Headspace app, retirement savings, tuition reimbursement and employee incentive programmes.
- Culture of inclusion, belonging and flexibility.
- Social Impact – paid volunteer days and ESG initiatives.

Equal Employment Prospect

We seek talented, qualified employees across all our operations worldwide regardless of race, colour, sex, gender, pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship, 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 and offers reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.

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