Customer Success Manager

Customer Success Manager

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.

In this role, you will play an important part 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 strong focus on successful onboarding, renewals, product adoption, and developing long-term, trusted relationships.

This role will be based in Melbourne or Sydney.

About the Role

In this opportunity as Customer Success Manager; 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, 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.

Additional preferred qualifications include:

• 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

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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.

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 race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, 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.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.