Vice President, Client Success - We are seeking an experiencedVice President, Client Success to lead our customer success & client management teams at Thomson Reuters. This role will provide strategic direction and coaching to managers, enabling them to deliver measurable outcomes for our Tax & Accounting customers. This role is critical in driving value realization, customer adoption, satisfaction, and retention while fostering growth across our client base and will need to work with senior leadership across the business to ensure alignment & proper support for the Client Success organization.
Position is hybrid at one of our TR hub sites: Minneapolis, MN, Dallas, Texas or Ann Arbor, Michigan
About the Role:
In this opportunity as Vice President, Client Success, you will:
Strategic Leadership:Develop and implement customer success strategies that align with business goals and enhance customer value.
Team Management:Lead and manage a team of customer success managers, client executives & retention specialists. Foster a culture of operational excellence and growth.
Foster Retention & Growth:Develop and execute strategies to reduce customer churn rates and increase customer loyalty and renewal rates. Drive add-on sales and upsells as part of retention and quarterly review motions.
Customer Journey Management:Map and oversee the entire customer journey, ensuring a seamless experience from onboarding through retention and growth strategies.
Client Engagement:Build and maintain strong relationships with key clients, acting as a trusted advisor and advocate for their needs.
Performance Metrics:Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer success initiatives.
Collaborate Across Functions: Partner with Sales, Product, and Enablement teams to align on customer needs and integrate customer success priorities into broader organizational strategies.
Market Insights:Stay informed about industry trends and customer needs to continuously improve customer success strategies.
About You:
You're a fit for the role of Vice President, Client Success if your background includes:
Bachelor's degree in Business, Marketing, or a related field or equivalent experience.
Minimum of 10 years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role.
Proven track record of driving customer retention and reducing churn.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to think strategically and execute tactically.
Proficiency in CRM software and customer success tools.
#LI-LA
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.In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days... For full info follow application link.
As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
