Customer Success Director, ANZ

Customer Success Director, ANZ

Thomson Reuters are hiring a Customer Success Director to champion adoption, retention, and growth across our tax and accounting portfolio including ONESOURCE for our Australia and New Zealand markets. You'll partner with enterprise finance and tax leaders to accelerate time to value, drive measurable outcomes, and make compliance simpler at scale.

In this role, you'll lead a high‑performing Customer Success team that builds strong post‑sale relationships and drives product adoption and usage. You'll align team priorities with company objectives, set clear targets, and use data to guide execution. You'll also make strategic recommendations that shape the department's direction and ensure the team consistently delivers against monthly, quarterly, and annual goals.

About the Role

In this opportunity as Customer Success Director, ANZ you will:

• Lead and develop a Customer Success team to drive product adoption and utilization.

• Build a high‑performing culture; coach and foster engagement.

• Provide data‑driven recommendations that shape department strategy.

• Align team KPIs with business objectives to meet financial and operational targets.

• Cultivate and maintain relationships with key customers; negotiate effective solutions.

• Identify, qualify, and close expansion opportunities within assigned accounts.

• Grow revenue and retention through proactive renewals, upselling, and cross‑selling.

About You

You're a fit for the role of Customer Success Director, ANZ if you have the following required qualifications:

• 10+ years in Customer Success leading enterprise Customer Success teams across ANZ.

• Proven retention/expansion results with tax technology.

• Strong ANZ tax/regulatory literacy: GST, BAS, PAYG, FBT, e‑invoicing/Peppol, ATO and IRD expectations.

• Executive stakeholder management with Heads of Tax/Finance, IT, and Big 4/SI partners; joint success plans.

• Implementation oversight: complex multi-entity rollouts, data migration, change management, adoption playbooks

• Data-driven operations: health scoring, NRR forecasting, risk mitigation; Salesforce + CS platforms

• Cross-functional influence: partner with Sales, Product, Support, and Services to translate tax requirements into roadmap value; excellent communication and coaching skills

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What's in it For You?

• 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.

• 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.

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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