Are you a proactive and commercially focused Customer Success professional 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.
- Solid 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, flexible, 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