Customer Success Director

The Customer Success Director for E-Invoicing, Tax & Compliance is responsible for driving adoption, retention, and expansion across our most valuable tax, accounting, and compliance customers. This role serves as the primary strategic advisor and trusted partner to C-suite executives and senior stakeholders at tier-1 corporations.

This position requires deep understanding of tax operations, regulatory compliance, e-invoicing mandates, indirect tax (VAT/GST), corporate tax, and financial reporting requirements. The Senior CSM will orchestrate complex, multi-stakeholder engagements across finance, tax, accounting, treasury, and IT departments while driving measurable business outcomes that ensure long-term customer success and revenue growth.

• Customer Relationship Leadership - Build and maintain C-suite relationships with CFOs, Chief Tax Officers, Tax Directors, Finance Directors, and Controllers.

• Business Value Delivery - Demonstrate quantifiable ROI and business impact through metrics: time savings, audit risk reduction, compliance accuracy improvements, process efficiency gains.

• Revenue Growth & Retention - Achieve 95%+ logo retention and 120%+ Net Revenue Retention targets.

• Expansion & Upsell - Identify and qualify expansion opportunities across tax, accounting, treasury, and IT departments.

• Product Adoption & Value Realization  - Drive product adoption across all licensed solutions to maximize customer value and stickiness.

• Training & Enablement - Coordinate comprehensive onboarding programs for new tax software deployments.

• Customer Advocacy & Voice of Customer  - Convert satisfied customers into referenceable advocates and case study participants.

• Product Feedback & Innovation - Serve as primary conduit for customer feedback to Product and Engineering teams.

About You

You’re a fit for the role of Customer Success Director if you have the following:  

• Bachelor's Degree in preferably Business or equivalent.

• 10+ years in Customer Success, Account Management, Client Services, or Tax/Accounting Advisory roles.

• Proven track record of managing complex, multi-stakeholder relationships across finance and IT organizations.

• Demonstrated success achieving retention and expansion targets in SaaS/technology or professional services.

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What’s in it For You?

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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