Retention/Customer Success Manager

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!

Join our team! The Retention/Customer Success Manager leads a Client Management/Customer Success team accountable for nurturing and growing an existing Book of Business (BoB) and client relationships to achieve retention and upsell targets. This role is critical in driving strategies focused on renewal attainment, customer retention, and enhancing the overall customer experience.

About the Role  

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

• Lead a team of retention specialists in a global software company.
• Develop and manage talent and performance within the team.
• Set up and establish new teams as needed.
• Drive the team to meet goals set in collaboration with senior management.
• Focus on priority touchpoints, leveraging sales enablement tools and processes.
• Facilitate conversations that reinforce the value of current TR solutions.
• Apply broad perspectives to identify solutions to complex customer problems.

About You
You’re a fit for the role if your background includes

• Bachelor's degree.
• Fluent English is a must.
• Minimum of 5 years of experience managing a team that supports a U.S.-based Book of Business.
• Proven track record of leading a team of retention specialists in a global software company.
• Experience in developing talent and managing team performance.
• Demonstrated ability to drive retention and upsell strategies.
• Ability to deal with ambiguity and navigate complex situations.
• Strong command skills and ability to direct work efficiently.
• Commitment to maintaining the quality of the team's work output.

To apply, please upload your updated resume in English.

Location: CDMX

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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:

• 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, 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 café 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.

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.

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