Customer Success Manager - Open Coverage

Thomson Reuters • Ann Arbor, MI

14h • Hybrid

About The Position

In the role of Customer Success Manager - Open Coverage, you will: Manage post-sale relationships for a portfolio of accounts. Drive product adoption, usage, and customer satisfaction. Monitor customer health and address risks before they escalate. Continuing to drive client utilization to increase retention. Collaborate with Account Specialists on renewals and upsell opportunities. Conduct regular check-ins and business reviews to align on goals and outcomes. Leverage data and insights to prioritize outreach and inform engagement strategies. Maintain CRM and Customer Success tools for visibility and accountability. Contribute to process improvements and internal initiatives that enhance the CS function. Own the end-to-end renewal process for a portfolio of customers Manage quoting, contract execution, and renewal forecasting Identify and execute low-complexity upsell and cross-sell opportunities

Requirements

• Bachelor’s degree in Business, Marketing, Communication, or related field (or equivalent experience).
• 1–3 years in Customer Success, Account Management, or similar role within a SaaS company.
• Strong relationship-building and communication skills.
• Customer-centric mindset with a focus on delivering value.
• Ability to manage a portfolio of accounts with varying needs.
• Proficiency in CRM and Customer Success platforms.
• Organized, proactive, and comfortable working cross-functionally.

Nice To Haves

• Relationship Builder: You excel at creating strong, long-term partnerships and can influence at all levels.
• Customer Advocate: You put the customer at the center of every decision and are committed to delivering measurable value.
• Strategic Thinker: You see the big picture and can align customer goals with business outcomes.
• Data-Driven: You use insights and metrics to guide decisions and prioritize actions effectively.
• Collaborative Leader: You work seamlessly across teams and mentor others to elevate the Customer Success function.
• Adaptable & Proactive: You anticipate challenges, act quickly, and continuously seek ways to improve processes and outcomes.

Responsibilities

• Manage post-sale relationships for a portfolio of accounts.
• Drive product adoption, usage, and customer satisfaction.
• Monitor customer health and address risks before they escalate.
• Continuing to drive client utilization to increase retention.
• Collaborate with Account Specialists on renewals and upsell opportunities.
• Conduct regular check-ins and business reviews to align on goals and outcomes.
• Leverage data and insights to prioritize outreach and inform engagement strategies.
• Maintain CRM and Customer Success tools for visibility and accountability.
• Contribute to process improvements and internal initiatives that enhance the CS function.
• Own the end-to-end renewal process for a portfolio of customers
• Manage quoting, contract execution, and renewal forecasting
• Identify and execute low-complexity upsell and cross-sell opportunities

Benefits

• 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.
• optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees