Customer Success Manager - Indirect Tax
About the job
- At least 8 years of professional experience, including a minimum of 3 years in customer success.
- Indirect Tax experience.
- A four-year college degree is required.
- Experience working with cloud software solutions and cloud delivery models.
- Strong business acumen and communication skills, with the ability to manage a customer journey, resolve conflicts, and solve problems.
- Ability to travel 25%.
- Manage a book of Concierge and/or Advisory customers, developing their knowledge of the suite of offerings and driving performance toward strategic objectives and retention goals.
- Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes.
- Develop and share best practices and Customer Success Plans in collaboration with internal teams such as Sales and Professional Services.
- Monitor customer health by tracking usage data, escalating critical concerns, and using insights to drive strategic adjustments.
- Identify and activate commercial growth opportunities, recommend improvements based on customer maturity, and work closely with the commercial team.
- Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration.
- Use technology tools such as Gainsight and Salesforce to manage client information, pipeline, and financial forecasts accurately.
- Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
- A master's degree or equivalent is preferred.
- Salesforce user experience is a plus.
- Functional or technical skills in Software as a Service (SaaS) implementations and Enterprise Resource Planning (ERP) applications are a plus.
About the company
Thomson Reuters provides intelligent information and professional services for law, tax, finance, and media. It serves law firms, corporations, government agencies, and financial institutions with platforms like legal research (Westlaw), tax software (UltraTax CS), financial market data, and news services. These products are accessed through subscription-based platforms, ensuring ongoing updates and a steady revenue stream. The company also monetizes through advertising on media platforms and data analytics sales. It distinguishes itself by offering a broad, integrated suite of industry-specific tools combined with AI, cognitive computing, and machine learning to improve accuracy, efficiency, and predictive analytics in research and data insights. Its goal is to be a trusted partner that helps professionals make informed decisions by delivering reliable information and decision-ready tools while pursuing responsible, values-driven initiatives.
Company Size
10,001+
Company Stage
IPO
Headquarters
Toronto, Canada
Founded
1851
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Simplify's Take
What believers are saying
- August 5, 2026 revenue rose 9%; Big 3 organic revenue grew 10%.
- September 15, 2026 Suralink partnership expands CoCounsel into audit collaboration and execution.
- September 29, 2026 appeals victory over Ross strengthens copyright leverage against AI competitors.
What critics are saying
- July 13, 2026 engineering cuts show AI efficiency is eliminating roles inside operations.
- Ross litigation remains an existential template; rivals face ruinous costs after Westlaw defeat.
- LexisNexis, Wolters Kluwer, and niche AI startups attack legal and tax workflows daily.
What makes Thomson Reuters unique
- Westlaw and Practical Law anchor Thomson Reuters’ defensible legal content moat.
- August 24, 2026 launched Thomson, proprietary LLM trained on Reuters and Westlaw.
- October 1, 2026 KKR print JV sharpens focus on fiduciary-grade AI workflows.
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Benefits
Hybrid Work Options
Flexible Work Hours
Unlimited Paid Time Off
Paid Vacation
Paid Sick Leave
Paid Holidays
Sabbatical Leave
401(k) Company Match
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Employee Stock Purchase Plan
Tuition Reimbursement
Mental Health Support
Social Impact
Company News
Thomson Reuters sued over Casetext acquisition, integration. October 2, 2026, 11:46 am CDT Thomson Reuters is facing a purported antitrust class action lawsuit over its massive $650 million acquisition and integration of Casetext into its Westlaw system. (Image from Shutterstock) Thomson Reuters is facing a purported antitrust class action lawsuit over its massive $650 million acquisition and integration of Casetext into its Westlaw system. In an Oct. 1 complaint filed with the U.S. District Court for the Northern District of California, the Rubin Law Office alleged that Thomson Reuters violated state and federal antitrust law by purchasing a lower priced competitor and then folding it into its more expensive ecosystem, forcing Casetext users to pay more per month. Calling Casetext a "nimble, budget-conscious horizontal challenger" to Westlaw, the Rubin Law Office accused Reuters of executing a "killer acquisition" that was designed to get rid of a competitor. Casetext famously launched its generative artificial intelligence-powered legal research tool CoCounsel on MSNBC's Morning Joe in March 2023, setting off an AI arms race in the legal industry. "Faced with immediate technological obsolescence and a profound threat to its structural market moat, [Thomson Reuters] did not compete on the merits," the Rubin Law Office, based in Carlsbad, California, said in its complaint, adding that Thomson Reuters' technological capabilities before buying Casetext were "lagging," and that Westlaw "lacked any standalone or integrated generative AI capabilities." "They did not spend the years or capital required to organically build a comparable large language model application layer. Instead, Defendants used their massive capital reserves to short-circuit the competitive process," according to the complaint. According to the complaint, after the Casetext acquisition and integration into Westlaw, the Rubin Law Office went from paying $32.50 per month for Casetext to $111.48 monthly for Westlaw Classic, complete with a three-year mandatory subscription with annual 4% increases built in. "By permanently removing the independent Casetext alternative from the legal ecosystem, Westlaw eliminated the downstream contract-negotiation leverage and pricing discipline that historically suppressed Westlaw's standard contract rates. Free from the threat of user defection to Casetext, Westlaw has been empowered to maintain and escalate its standard baseline subscription fees at artificial, supra-competitive levels across its entire domestic customer base," the law firm stated in its complaint. The antitrust complaint is requesting that the court certify a class action on behalf of users throughout the country, as well as a subclass of California-based users. It is also requesting treble damages under the Clayton Antitrust Act and the California Business and Professions Code, as well as an order for Thomson Reuters to divest, spin off or reestablish Casetext as an independent company. Thomson Reuters did not respond to a request for comment from the ABA Journal. A spokesperson told Bloomberg Law that "Thomson Reuters has not been served with any complaint related to this matter." "Until we have received and reviewed any such filing, we are not in a position to comment," the spokesperson said to Bloomberg Law. Discover more Consult Lawyers Legal News Subscription Court Case Updates
Hannah Rogers appointed Commercial Director at Thomson Reuters. By Imran Malik | Media Industry & Business Desk | MediaBites.com.pk | SharjahNews.ae Geographic Reference Hannah Rogers has been appointed Commercial Director at Thomson Reuters working across the Reuters Events and Insights Pharmaceutical Portfolio based in London after nearly four years at InternetRetailing and RetailX. Hannah Rogers has taken up a new and significant role as Commercial Director at Thomson Reuters, one of the world's most respected and most influential media and information companies. Based in the London Area, Rogers will be working across the Reuters Events and Insights Pharmaceutical Portfolio - a specialist and strategically important division of one of the most recognized names in global journalism and business intelligence. From InternetRetailing to Thomson Reuters. Rogers joins Thomson Reuters after nearly four years at InternetRetailing and RetailX, where she built a comprehensive commercial leadership career spanning three distinct roles. She served as Business Development Manager from November 2022 to August 2024, before being promoted to Account Director from August 2024 to August 2025, and subsequently to Group Account Director from August 2025 to September 2026 - a tenure that demonstrated consistent commercial growth and client leadership across the London market. Parallel to her InternetRetailing journey she also served as Group Account Director at RetailX from November 2022 to September 2026, deepening her expertise in retail strategy, digital commerce and media commercial operations across nearly four years. A career built on strategy and commercial leadership. Before her years at InternetRetailing and RetailX, Rogers built her commercial foundation at Strategy Insights, where she served as Strategic Development Manager for Marketing UK from January 2022 to October 2022 and as Strategy Development Executive from May 2021 to February 2022 - based at the prestigious Fleet Street address that carries its own resonance in British journalism and media history. Her earlier career included a role as Recruitment Officer at Home Instead UK in Bedford from September 2020 to May 2021, where she developed her people and stakeholder management skills. Education - First Class with distinction. Rogers brings strong academic credentials to her new role. She holds a degree in Political Science, International Relations and Affairs from the University of York, graduating with a First Class degree with distinction - one of the most competitive classifications in the British university system. She also completed a Study Abroad program at the University of Pennsylvania from July 2018 to May 2019, graduating with a perfect 4.0 GPA - adding an American Ivy League dimension to an already impressive academic profile. Political science and international relations, as foundational disciplines, are a natural fit for a commercial career at a global information and news organization like Thomson Reuters, whose work sits at the intersection of journalism, business intelligence, and global affairs. Congratulations from MediaBites and SharjahNews. Team MediaBites.com.pk and SharjahNews.ae extend warmest congratulations to Hannah Rogers on her appointment as Commercial Director at Thomson Reuters. A First Class degree from York. A 4.0 GPA from Penn. Four years of progressive commercial leadership at InternetRetailing and RetailX. And now a Commercial Director role at one of the world's most important media and information companies. This is a career built with consistency, ambition, and genuine expertise. Congratulations Hannah. Thomson Reuters is in excellent hands. - Imran Malik | Media Industry and Business Desk | MediaBites.com.pk | SharjahNews.ae Source: LinkedIn announcement Geographic Reference
Shehata & Partners is shortlisted as a finalist in seven (7) prestigious categories in the esteemed ALB Middle East Law Awards 2026. * September 27, 2026 Thomson Reuters sponsored the 6th ALB Middle East Law Awards 2026, to recognize the outstanding accomplishments of private practitioners and in-house counsel in the Middle East. In this regard, Shehata & Partners is ecstatic to announce that Shehata & Partners Law Firm has been nominated as a finalist in seven (7) Law Firm categories: * Transactional Boutique Law Firm of the Year * Fintech Law Firm of the Year * Energy and Resources Law Firm of the Year * Labour and Employment Law Firm of the Year * Litigation Law Firm of the Year * Technology, Media and Telecommunications Law Firm of the Year * Egypt Law Firm of the Year
Sep 23, 2026 | leadership. Turning Disclosure Review from manual matching into ai-assisted confidence. As audit teams face growing pressure on quality and capacity, Thomson Reuters is bringing AI directly into one of the most time-consuming parts of the engagement, writes Corey Wells. Ask any audit team where their time disappears, and disclosure review is almost always on the list. Auditors have to confirm that every required disclosure is present, complete, and accurate - cross-referencing lengthy financial statements against checklists and standards that shift by client, by industry, by year. In Guided Assurance alone, a fully completed disclosure checklist can run 1,200 to 1,500 individual requirements. It's exacting work, and it's easy to see how fatigue creeps in by question 200. The stakes are real. A missed disclosure isn't just an inconvenience, it can surface as a PCAOB inspection finding, a peer review deficiency, or a restatement. Firms know this, which is exactly why so many roll forward last year's checklist rather than start fresh, or burn valuable senior and manager time doing it all over again. Neither option solves the underlying problem: this is manual, judgment-heavy work at a scale that doesn't favor manual review. Bringing AI into the checklist itself. At Thomson Reuters, today Thomson Reuters Corp. is launching Disclosure Review, a new AI capability available to all Guided Assurance customers with the Disclosure module, at no additional cost. Disclosure Review matches disclosure requirements against what's actually present in the financial statements, marking each as identified or not found, and pairing every recommendation with plain-language rationale and citations back to the source. That last part matters as much as the matching itself. Disclosure requirements are often written in dense, technical standards language. When junior staff can see why something was marked a certain way, in accessible terms, they build real understanding of the requirement, not just trust in the output. Where the AI and the auditor's own judgment diverge, the discrepancy is flagged automatically. This means teams can focus their attention exactly where it's needed instead of re-checking everything from scratch. Thomson Reuters Corp. has spent months validating this in an extended customer beta, and the results have been encouraging. Roughly 30% of eligible Disclosure module customers are already using it, generating close to 300 disclosure review analyses a month across mid-sized and large firms alike. Meeting the market, with room to grow. Future capabilities will extend further into the harder judgment calls, like "no" and "not applicable" determinations, where auditor expertise matters most. Reviewing disclosure requirements will likely never be anyone's favorite part of the engagement. But it doesn't have to be the part that consumes the most time or carries the most risk. That's the shift Thomson Reuters Corp. is focused on - freeing up capacity so audit teams can spend more of their time on judgment and insight, not repetitive matching.
Thomson Reuters MENA names Mohammad A as Senior Director, Market Lead. Thomson Reuters has appointed Mohammad A as Senior Director, Market Lead, MENA, adding regional leadership responsibility across its Middle East and North Africa operations. In the role, Mohammad will oversee market activities across sales, pre-sales, and strategic account management teams in the region. The position also covers broader commercial responsibilities, including customer acquisition, retention, account growth, and coordination of go-to-market activities. The appointment comes as Thomson Reuters continues to develop its presence across the MENA market, where the company provides legal, tax and accounting, risk and compliance, and other professional information and technology solutions. Its regional portfolio includes products such as Westlaw Middle East, Practical Law Global, CoCounsel, and ONESOURCE solutions. The Senior Director, Market Lead role is structured around managing the full commercial lifecycle within the region, from lead generation and sales through customer onboarding, retention, and account expansion. It also involves working with cross-functional teams and using market insights to inform business and product strategies. The move places Mohammad within Thomson Reuters' wider regional leadership structure. Adrian Fognini, Head of International, oversees operations across Latin America, Canada, and Asia and Emerging Markets, including strategic growth and business development across international markets. For the MENA market, the appointment reflects the increasing importance of dedicated regional leadership as enterprise technology providers manage different customer requirements, regulatory environments, and commercial priorities across Middle Eastern markets. Mohammad's new position will bring together market strategy, customer relationships, sales leadership, and cross-functional execution as Thomson Reuters continues to manage its regional business across professional services and technology markets.