About the Role
The Director of Customer Success will be a critical leader in bringing our Customer Success vision to life for the Audit Workflow business. The organization design and strategy have been set-now we need a leader to finish building out the team, operationalize our approach, and ensure Customer Success becomes a strategic differentiator for our clients.
This role will oversee hiring and onboarding Customer Success Managers across the portfolio, partner with training teams and external consultants to deliver enablement programs, and embed best practices that elevate the customer experience. The Director will work closely with other CS leaders across Tax, Audit & Accounting to ensure alignment and consistency, while driving execution that positions Customer Success as a competitive advantage.
Key Responsibilities
Team Build-Out: Complete hiring for Customer Success Managers across the Audit Workflow portfolio and ensure smooth onboarding.
Enablement & Training: Partner with internal training teams and external consultancy to deliver playbooks, training programs, and tools that equip the team for success.
Operational Execution: Implement and refine processes that support adoption, retention, and customer satisfaction at scale.
Customer Experience Leadership: Champion initiatives that make Customer Success a differentiator in the market, ensuring a seamless and value-driven customer journey.
Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and other CS leaders to align strategies and deliver unified outcomes.
Performance Management: Define and monitor KPIs for the team, including adoption, retention, and customer health metrics.
Continuous Improvement: Leverage insights and feedback to optimize programs, processes, and customer engagement strategies.
About You
You are a proven Customer Success leader who thrives in building and scaling teams. You bring experience from sales-driven organizations and understand how to align Customer Success with revenue growth and customer value. You are passionate about creating exceptional customer experiences and know how to turn strategy into execution.
What Makes You Stand Out:
Builder & Executor: You excel at hiring, onboarding, and operationalizing new teams.
Customer-Centric Vision: You see Customer Success as a growth engine and competitive differentiator.
Sales-Aligned Expertise: You understand how CS integrates with sales motions to drive renewals and expansion.
Collaborative Leader: You work seamlessly across functions and influence at all levels.
Data-Driven: You use metrics to guide decisions and improve performance.
Change Leader: You thrive in early-stage environments and bring clarity and structure to new initiatives.
Qualifications:
Bachelor's degree in Business, Marketing, or related field (MBA preferred).
10+ years in Customer Success or Account Management roles, with at least 5 years in leadership.
Experience building and scaling CS teams in SaaS or technology businesses.
Strong understanding of sales processes and revenue alignment.
Exceptional communication, stakeholder management, and organizational skills.
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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... 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.
