Thomson Reuters · 1 day ago
Principal Customer Success Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$123K/yr - $229K/yr
10+ years expThomson Reuters is seeking an experienced Principal Customer Success Manager to lead strategic relationships and drive measurable outcomes across their enterprise customer base. This role involves overseeing the customer lifecycle, driving adoption and retention, and leveraging AI-driven insights to enhance customer experience.
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Responsibilities
Establish and maintain multi-level executive relationships, aligning customer objectives to outcomes and value
Lead strategic relationships and success planning for global enterprise customers
Oversee the end-to-end customer lifecycle — from implementation to renewal and advocacy. Partner across Sales, Product, Professional Services, Marketing, Support and other internal teams 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, identify opportunities, and optimize customer experience Champion customer advocacy through reference programs, testimonials, and thought leadership initiatives
Qualification
Required
10+ years in customer success, account management, or enterprise engagement in B2B SaaS or technology
Deep domain expertise with proven success managing complex global customers in matrixed organizations with multi-product portfolios
Demonstrated ability to balance strategic relationship management with operational execution
Proven success driving adoption, retention, and expansion outcomes
Strong executive communication and influence skills
Proficiency in AI-enabled success platforms (e.g., Gainsight, Salesforce, Gong Copilot tools) and data-driven decision making
Bachelor's degree required
Preferred
MBA preferred
Benefits
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.
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.
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.
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.
Market competitive health, dental, vision, disability, and life insurance programs
Competitive 401k plan with company match
Competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave
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
Access to Employee Stock Purchase Plan
Company
Thomson Reuters
Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets.
10001+ employees
H1B Sponsorship
Thomson Reuters has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (5)
Funding
Current Stage
Public CompanyTotal Funding
unknown1995-11-20IPO
Leadership Team
Steve Hasker
President and CEO
Michael Eastwood
Chief Financial Officer
Recent News
International Accounting Bulletin
2026-01-19
Beyond Bylines
2026-01-11
Company data provided by crunchbase