Customer Success Manager

About This Role

Caring for customers after they choose Thomson Reuters solutions is the core of this role. You will help them fully use products, reach their goals, and get the most value from their investment. The role involves building lasting relationships, creating success plans, and ensuring smooth onboarding and training. You will also advocate for customers internally, bringing their feedback to product teams.

Responsibilities

• Build strong customer relationships: Develop and maintain lasting relationships with key stakeholders across customer accounts. Serve as the main point of contact for customer questions and support needs
• Plan for success: Design and carry out success plans tailored to each customer's goals. Hold regular check-ins and quarterly business reviews to measure progress and adjust plans as needed
• Guide onboarding and training: Walk new customers through onboarding for a smooth transition and quick value realization. Plan and deliver training sessions and webinars on product features and best practices
• Monitor usage and adoption: Review how customers use products to spot barriers to adoption, then design strategies to increase engagement. Track customer health indicators and adoption rates to keep product use strong
• Drive retention and growth: Work with the sales team on renewals and identify opportunities to expand or add solutions. Help customers refine and raise their goals to ensure continued value from products over time
• Advocate for customers: Gather customer feedback and share it to shape product development and marketing. Create customer success stories and case studies that show the value of TR solutions
• Collaborate across TR: Partner with sales, marketing, and product teams to align customer success work with business goals. Take part in strategic account planning and joint campaigns with key partners

Requirements

• Experience in customer success, account management, or another client-facing role
• Strong relationship-building skills, with the ability to earn trust with a range of stakeholders, from day-to-day users to senior decision-makers
• Clear written and verbal communication skills, including the ability to explain product value in simple terms and check that others understand
• Experience planning and running customer onboarding, training, or education
• Comfort reviewing usage or performance data and turning what you find into clear next steps
• Strong organization skills, with the ability to manage multiple accounts and priorities at once
• Willingness to work closely with sales, marketing, and product teams to share insights and reach shared goals

Nice to have:

• Experience renewing or expanding accounts, including spotting upselling and cross-selling opportunities
• Experience with customer health tracking or product usage analytics
• Experience creating case studies, success stories, or webinar content
• Familiarity with professional markets such as legal, tax, accounting, or government
• Experience using AI tools to work more efficiently and improve customer outcomes

Benefits

• Flexible hybrid working environment (2-3 days a week in the office depending on the role)
• Flex My Way supportive workplace policies for managing personal and professional responsibilities
• Work from anywhere for up to 8 weeks per year
• Culture of continuous learning and skill development
• Grow My Way programming and skills-first approach
• Comprehensive benefit plans including flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing
• Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more
• Two paid volunteer days off annually
• Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives

About the Company

Thomson Reuters informs the way forward by bringing together trusted content and technology for decision-making. They serve professionals across legal, tax, accounting, compliance, government, and media, combining specialized software and insights to empower professionals with data, intelligence, and solutions. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. The company is powered by the talents of 26,000 employees across more than 70 countries.