About the Role
We're looking for an experiencedPrincipal Customer Success Managerto lead strategic relationships and drive measurable outcomes across our enterprise customer base. This role blendsexecutive engagementwithhands-on ownershipof implementation, adoption, retention, and advocacy across a global, multi-product portfolio.
You'llpartner closely across Sales, Product, Services, and Marketing to ensure customers realize continuous value from our solutions -leveragingdata and AI insights to deliver proactive engagement and operational excellence.
WhatYou'llDo
Establish andmaintainmulti-level executive relationships, aligning customerobjectivesto outcomes and value
Lead strategic relationships and success planning for global enterprise customers.
Overseethe end-to-end customer lifecycle- from implementation to renewal and advocacy.Partner across Sales, Product,ProfessionalServices, Marketing,Supportandother internalteams to unify engagement and drive strategic initiatives.
Drive adoption, value realization, and measurable ROI for every customer.
Lead proactive risk management and ensure customer satisfaction and retention.Influence product and go-to-market strategy with customer insights.
Partner across functions to ensure seamless customer experience and governance.
Leverage AI-driven insights and data analytics to proactively manage risk,identifyopportunities, andoptimizecustomer experienceChampion customer advocacy through reference programs, testimonials, and thought leadership initiatives
About You
You are a fit for the role of Principal Customer Success Manager if you have:
10+ yearsin customer success, account management, or enterprise engagement inB2B SaaS or technology.
Deep domainexpertisewith proven success managingcomplex global customers in matrixed organizations with multi-product portfolios.
Demonstrated ability to balancestrategic relationship management with operational execution.
Proven success drivingadoption, retention, and expansionoutcomes.
Strongexecutive communication and influenceskills.
ProficiencyinAI-enabled success platforms(e.g., Gainsight, Salesforce,GongCopilot tools) and data-driven decision making.
Bachelor's degreerequired; MBA preferred.
You'llBe Successful If You
Deliver consistent customer value and business growth through strategic thinking, operational discipline, and change leadership.
Balance strategy and execution - shaping customer vision and delivering results.
Build deep trust with executives and operational teams alike.
Champion customer outcomes that drive retention, growth, and advocacy.
Thrive in dynamic, cross-functional environments.
Embrace innovation, data, and AI to modernize the customer success experience.
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What's in it For You?
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 off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or... 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.
