About the Role:

This is a specialized and vital position. These team members are experienced professionals with deep expertise in both the One Source Direct Tax product and its technical landscape.

The primary responsibility of the Direct Tax CSM is to oversee client relationships, respond to technical requirements, and drive customer satisfaction through clear communication and strong problem-solving abilities. Serving as both a product champion and technical resource for Direct Tax, they will work in close partnership with our current CSMs—who oversee the broader customer relationship—as well as collaborate with customer service, product, professional services, and other cross-functional teams.

Direct Tax Product Expertise & Guidance:

• Serve as the authoritative product expert for Direct Tax, possessing an intricate understanding of its features, capabilities, and best practices.

• Deliver advanced customer recommendations and workshops on Direct Tax's functionalities, tailored to specific customer needs.

• Act as the first point of CSM escalation for deep technical product questions related to Direct Tax, troubleshooting challenges, and providing sophisticated solutions.

Strategic Direct Tax Success Planning & Execution:

• Develop, execute, and monitor comprehensive Direct Tax Customer Success Plans that align with the customer's strategic objectives and desired outcomes.

• Proactively identify "moments that matter" within the Direct Tax customer journey, ensuring smooth implementation and continuous value realization.

• Drive active Direct Tax customer health tracking key metrics and intervening with targeted strategies where needed.

Demonstrating Return on Investment (ROI):

• Collaborate with customers to define and track specific success metrics for Direct Tax, translating usage into quantifiable business value and demonstrable ROI.

• Prepare and deliver compelling strategic business reviews (QBRs/EBRs) focused exclusively on Direct Tax performance, showcasing achievements, identifying opportunities, and aligning on future roadmap.

Collaboration & Cross-Functional Partnership:

• Work seamlessly across the sales and retention organization to provide Direct Tax-specific insights and support, ensuring a cohesive and integrated customer experience across all products.

• Partner with our Product, Engineering, Sales, and Support teams to funnel customer feedback and insights regarding Direct Tax, influencing product enhancements and new features.

• Identify opportunities for Direct Tax expansion within existing accounts, partnering with Customer Success Managers and sales teams to drive growth.

Customer Advocacy & Thought Leadership:

• Cultivate strong relationships with key stakeholders and executive sponsors within customer accounts, fostering Direct Tax champions and advocates.

• Stay abreast of industry trends in trade compliance, positioning yourself as a trusted advisor to our Direct Tax customers.

About You

You are a fit for the role of Product Success Manager if you have:

• 5+ years of progressive experience in Customer Success Management, Professional Services, Customer Support, or a related client-facing role within a SaaS environment.

• Demonstrable deep expertise and hands-on experience with One Source Direct Tax, formerly known as Integration Point

• Bachelor's degree in a relevant field (e.g., tax, accounting). Masters or CPA is a plus.

• Prior experience in the tax technology sector or direct experience working with tax professionals, accounting firms or corporate tax departments is highly preferred.

• Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, and accountable.

• Salesforce and/or Gong experience is a plus.

• Functional/technical skills in GenAI systems and AI prompting engineering, particularly as they apply to corporate tax workflow, tax research, and analysis

• Ability to travel 25%

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 municipal laws. Finally, Thomson Reuters offers the following additional benefits: 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.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $123,200 USD - $228,800 USD. Pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This is inclusive of both base pay and any target sales incentive.

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About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all 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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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