Senior Customer Success Manager (Global Trade and Tax)

Do you have experience in Account management, Client Management or Customer Success for an enterprise software solution? Are you keen to join a hyper growth business offering a fantastic career path?

The Senior Customer Success Manager is responsible for the client relationship, retention and price yield and together with the Sales Specialist, will be growing the Book of Business (BOB) for our product solutions within Japan. You are also responsible for driving usage and ensuring new clients are effectively on-boarded.

By joining our team, you'll be part of a collaborative and fast-paced environment that values innovation, creativity, and customer satisfaction. If you're looking for a new challenge and want to be part of a company that is shaping the future of enterprise solutions, we'd love to hear from you!

About the Role
 

In this opportunity as a Senior Customer Success Manager, you will:

• Deeply engage with client organizations, expand relationships and engagement, and drive contract renewals.
• Identify and create upsell and cross-sell opportunities to maximize revenue.
• Provide the sales team with insights on customer status and trends observed from usage analytics to strategically advance upselling and cross-selling.
• Negotiate price increases with clients at the time of renewal.
• Support customers to successfully onboard to using our products after Go-Live, by collaborating with internal stakeholders globally.
• Execute CX programmes such as onboarding, user training, and consulting for clients and develop supporting materials.
• Develop and execute plans to drive adoption and customer retention. Implement improvement actions based on NPS results.
• Plan events and webinars for existing clients.
• Prepare renewal-related documents, including quotes and order forms.
• Manage accounts and personal tasks using Salesforce.com.
• Targets: Achieve Net Revenue Retention (NRR) targets, retention targets, upsell and cross-sell lead generation; Achieve targets price increase rate at renewal. Improve NPS (Net Promoter Score)

About You
 

You’re a strong fit for the Senior Customer Success Manager role, if you have:

• Experience in software account management/customer success management, prior experience in trade/logistics or tax solutions is a plus

• Have a strong track record in reaching retention targets and growing a Book of Business.

• Customer obsession and well-developed communication skills

• Active listening skills

• Fluent in Japanese and business proficient English language skills.

• Salesforce CRM skills

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What’s in it For You?

• 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.

• 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.

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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More information about Thomson Reuters can be found on thomsonreuters.com.