Senior AI Customer Success Manager

Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)
United States, New York, Brooklyn
25 Kent Avenue (Show on map)
Jan 22, 2025
Are you interested in unlocking the full potential of AI for leading accounting firms and drive business growth through strategic partnerships? Join a dynamic and highly skilled team within Thomson Reuters, where we combine the energy and innovation of a startup with the stability and resources of a global leader. As a Senior AI Customer Success Manager, you will own a portfolio of strategic and large accounts, fostering deep partnerships with our most important customers to ensure adoption, retention, and meaningful expansion. This role offers a unique opportunity to be part of a nimble and forward-thinking team, operating in a fast-paced, innovative environment while leveraging the scale of Thomson Reuters. You'll collaborate with some of the brightest minds in the field, crafting strategic success plans, driving value realization, and identifying opportunities to grow our footprint within some of the largest firms in the industry. We are looking for individuals who are eager to make an impact, thrive in a collaborative setting, and embrace a consultative, entrepreneurial approach to success management. Your ability to deliver results will position you as a trusted partner for our customers and a leader within Thomson Reuters' forward-looking AI strategy. About the Role In this opportunity as a Senior AI Customer Success Manager, you will: Manage a portfolio of accounts focusing on large and high growth opportunity accounts. Assist with building out a customer success department for an exciting new AI product in an evolving industry with a nimble team within the Thomson Reuters umbrella. Be a strategic partner for accounting firms' investment into AI and act as a trusted advisor, educating customers on AI capabilities and new features. Conduct business reviews to share insights, track KPIs, and drive strategic conversations. Proactively monitor customer adoption and usage metrics, addressing risks or opportunities. Partner with customers to create tailored success plans that align with their business goals. Collaborate with Sales on opportunities, ensuring a seamless process for cross-department adoption, retention and expansion. About You You're a fit for the role if your background matches the following: 4+ years of experience in customer success, account management, or related roles. Comfortable running meetings with C-Suite executives. Public accounting experience strongly preferred (audit or tax). Strong understanding of AI-powered tools or enterprise software solutions. Excellent communication, relationship management, and problem-solving skills. Familiarity with Gainsight or similar customer success platforms is a plus. Travel may be required. #LI-BS1 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: 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 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 inclusion, flexibility, work-life balance, and more. Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking. Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact. Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet 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. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The target total cash compensation range for the role in any of those locations is $165,340 - $307,060. This is inclusive of both base pay and any target sales incentive. 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. Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing. 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 that celebrate diversity and inclusion. 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. Accessibility As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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. Protect yourself from fraudulent job postings click here to know more. More information about Thomson Reuters can be found on https://thomsonreuters.com.