About the Role
We are seeking an innovative and strategic leader to join our Customer Success team as the Strategy and Planning Leader for the Corporates customer segment. This role is pivotal in shaping the future of our customer success delivery model and driving initiatives that enhance customer satisfaction, retention, and growth. The ideal candidate will possess a strong strategic mindset, exceptional leadership skills, and a passion for delivering world-class customer experiences.
This is a fully remote role, but we do prefer candidates who are close to one of our hub locations: Eagan, MN; New York, NY; Ann Arbor, MI; Frisco, TX
Key Responsibilities:
Strategic Development:With the Head of CS for the segment, lead the creation and continuous improvement of the customer success delivery model for the Corporates segment, ensuring alignment with overall business objectives and customer needs.
Initiative Leadership:Drive pan-customer segment initiatives aimed at enhancing customer adoption, retention and expansion. Collaborate with cross-functional teams to implement strategies that deliver measurable results.
Performance Analysis:Develop and utilize performance metrics, including functional KPI's, to evaluate the effectiveness of customer success initiatives. Use data-driven insights to recommend and implement improvements.
Customer Success Operations: Develop and execute annual plans, quarterly business reviews, and OKRs, while facilitating leadership meetings and channel communications.
Collaboration and Influence:Work closely with Sales, Product, Marketing, and other key stakeholders to align customer success strategies with broader company goals. Influence and inspire teams to prioritize customer success.
Customer Advocacy:Serve as a customer advocate within Thomson Reuters, ensuring that customer feedback and insights are incorporated into product development and service enhancements.
Team Leadership:Mentor and develop a high-performing team, fostering a culture of excellence, collaboration, and continuous improvement.
Change Management:Lead change management efforts associated with new customer success initiatives, ensuring seamless adoption and integration.
About You
Bachelor's degree required; MBA or related advanced degree preferred
Extensive experience in customer success, strategy, or planning roles, preferably within the corporate or B2B sector.
Proven track record of developing and implementing successful customer success strategies
Strong analytical skills with the ability to translate data into actionable insights
Exceptional communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
Demonstrated leadership ability, with experience managing and developing high-performing teams.
Excellent project management and organizational skills
Experience working with enterprise-level customers in the B2B space
Familiarity with customer success tools and technologies
Experience with Gainsight
Knowledge of the legal, tax, accounting, or compliance industries is a plus
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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and i
