Senior Customer Success Manager

The Senior Customer Success Manager 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. Travel is expected to be 25 per cent. Key Responsibilities Strategic Account Management Customer Relationship Leadership Serve as primary strategic advisor and escalation point for assigned tax and compliance clients Build and maintain C-suite relationships with CFOs, Chief Tax Officers, Tax Directors, Finance Directors, and Controllers Conduct Executive Business Reviews (EBRs) quarterly to align on strategic objectives and demonstrate ROI Develop and execute comprehensive Customer Success Plans tailored to each client's tax compliance and digital transformation priorities Proactively identify risks and opportunities across the customer lifecycle Business Value Delivery Demonstrate quantifiable ROI and business impact through metrics: time savings, audit risk reduction, compliance accuracy improvements, process efficiency gains Align Thomson Reuters solutions with customer's strategic initiatives (e-invoicing mandates, tax transformation, regulatory compliance, digital finance) Position Thomson Reuters as an indispensable strategic partner for tax and compliance operations Create custom business cases justifying renewal and expansion investments Translate product capabilities into tax/finance-specific business outcomes (reduced manual work, faster close cycles, audit readiness, risk mitigation) Revenue Growth & Retention Excellence Own renewal responsibility for assigned strategic tax and compliance accounts Achieve 95%+ logo retention and 120%+ Net Revenue Retention targets Proactively manage renewal pipeline with 90+ day lead time Mitigate churn risks through early intervention and strategic planning Negotiate renewals and contract terms in partnership with sales leadership Expansion & Upsell Identify and qualify expansion opportunities across tax, accounting, treasury, and IT departments Drive cross-sell initiatives for complementary products (Checkpoint, ONESOURCE, Indirect Tax, Tax Provision, E-Invoicing solutions) Develop expansion roadmaps aligned with customer tax transformation maturity and regulatory timelines Partner with Account Executives to close expansion deals Achieve 25%+ expansion revenue growth annually from assigned accounts Product Adoption & Value Realization Adoption Strategy Drive product adoption across all licensed solutions to maximize customer value and stickiness Develop role-based adoption plans for different user personas (tax managers, tax analysts, accountants, compliance officers, finance controllers) Monitor usage analytics and health scores to identify adoption gaps Design and execute targeted enablement campaigns to increase feature utilization Ensure customers achieve time-to-value within 90 days of purchase (tax calculations accurate, e-invoicing compliance achieved, reporting automated) Training & Enablement Coordinate comprehensive onboarding programs for new tax software deployments Deliver executive briefings, department-level training, and power-user workshops focused on tax workflows Create customized training materials and use cases relevant to tax compliance, e-invoicing, and financial reporting workflows Enable customer champions and super-users to drive internal adoption across tax and finance teams Measure training effectiveness through usage metrics, accuracy improvements, and customer feedback Customer Advocacy & Voice of Customer Reference & Advocacy Development Convert satisfied customers into referenceable advocates and case study participants Facilitate peer connections and customer-to-customer best practice sharing Secure executive participation in tax advisory boards and industry events Develop customer success stories and ROI case studies (audit savings, efficiency gains, compliance improvements) Drive NPS scores of 50+ through exceptional customer experience Product Feedback & Innovation Serve as primary conduit for customer feedback to Product and Engineering teams Identify product gaps, enhancement requests, and competitive threats in tax technology Participate in beta testing programs with tax and finance clients (new e-invoicing features, tax calculation updates, regulatory content) Advocate for customer needs in product roadmap discussions Contribute to product strategy based on market and customer intelligence around regulatory changes Required Qualifications 10+ years in Customer Success, Account Management, Client Services, or Tax/Accounting Advisory roles, Client Partner roles Excellent interpersonal skills to navigate internal and external stakeholder relationships Proven track record of managing complex, multi-stakeholder relationships across finance and IT organizations Preferred Qualifications Arabic proficiency