Customer Success Manager - Open Coverage

Thomson Reuters is a global leader in providing trusted content and technology to professionals across various sectors. The Customer Success Manager - Open Coverage will manage post-sale relationships for a portfolio of customers, ensuring they achieve value and engagement while driving product adoption and mitigating churn risks. 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 Skills 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 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. 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. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. 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. Company Overview Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets. It was founded in 2008, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship Thomson Reuters has a track record of offering H1B sponsorships, with 1 in 2026, 13 in 2025, 12 in 2024, 5 in 2023. Please note that this does not guarantee sponsorship for this specific role.