Principal Customer Success Manager
Thomson Reuters
Sales & Business Development, Customer Service
Ann Arbor, MI, USA
USD 121,800-226,200 / year + Equity
Posted on Nov 27, 2025
About the Role
We’re looking for an experienced Principal Customer Success Manager to lead strategic relationships and drive measurable outcomes across our enterprise customer base. This role blends executive engagement with hands-on ownership of implementation, adoption, retention, and advocacy across a global, multi-product portfolio.
You’ll partner closely across Sales, Product, Services, and Marketing to ensure customers realize continuous value from our solutions — leveraging data and AI insights to deliver proactive engagement and operational excellence.
What You’ll Do
Establish and maintain multi-level executive relationships, aligning customer objectives to outcomes and value
Lead strategic relationships and success planning for global enterprise customers.
Oversee the end-to-end customer lifecycle — from implementation to renewal and advocacy. Partner across Sales, Product, Professional Services, Marketing, Support and other internal teams to unify engagement and drive strategic initiatives.
Drive adoption, value realization, and measurable ROI for every customer.
Lead proactive risk management and ensure customer satisfaction and retention. Influence product and go-to-market strategy with customer insights.
Partner across functions to ensure seamless customer experience and governance.
Leverage AI-driven insights and data analytics to proactively manage risk, identify opportunities, and optimize customer experience Champion customer advocacy through reference programs, testimonials, and thought leadership initiatives
About You
You are a fit for the role of Principal Customer Success Manager if you have:
10+ years in customer success, account management, or enterprise engagement in B2B SaaS or technology.
Deep domain expertise with proven success managing complex global customers in matrixed organizations with multi-product portfolios.
Demonstrated ability to balance strategic relationship management with operational execution.
Proven success driving adoption, retention, and expansion outcomes.
Strong executive communication and influence skills.
Proficiency in AI-enabled success platforms (e.g., Gainsight, Salesforce, Gong Copilot tools) and data-driven decision making.
Bachelor’s degree required; MBA preferred.
You’ll Be Successful If You
Deliver consistent customer value and business growth through strategic thinking, operational discipline, and change leadership.
Balance strategy and execution — shaping customer vision and delivering results.
Build deep trust with executives and operational teams alike.
Champion customer outcomes that drive retention, growth, and advocacy.
Thrive in dynamic, cross-functional environments.
Embrace innovation, data, and AI to modernize the customer success experience.
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What’s in it For You?
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.