# Customer Success Manager

**Company**: Reuters Imagen
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Spain-Madrid-Madrid/Customer-Success-Manager--Reuters-Imagen_JREQ203911?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3738c929-816

## Description

As a Customer Success Manager at Reuters Imagen, you'll own a portfolio of accounts and be the first point of contact for customers seeking answers, guidance, or problem-solving.

Working as part of a cross-functional account team, you'll focus on the adoption, utilization, and ongoing success of every client you carry, owning the operational relationship from kickoff through to renewal.

**Key Responsibilities**

- Serve as the named owner and primary point of contact for a portfolio of assigned accounts, covering customer success, delivery, project management, and day-to-day client communications.

- Build relationships with customer champions and administrators across diverse organizations.

- Lead or co-lead the account cadence appropriate to each client as part of a cross-functional account team.

- Own platform adoption and utilization, driving improvement through training, enablement, and proactive engagement.

- Develop and maintain a current success plan for each account, capturing client goals, adoption state, risks, and next actions.

- Own delivery execution on client implementations from kickoff through go-live and into ongoing operations.

- Define scope, goals, and deliverables using the Statement of Work as the scope management tool.

- Run kickoffs, user acceptance testing, training, and go-live support.

- Configure and explain platform setup, including metadata schemas, workflows, access controls, and user administration.

- Collaborate with broader commercial, product, and engineering stakeholders to spot opportunities and identify expansion signals.

**Required Qualifications**

- 3 to 5 years of experience in Customer Success, Account Management, or client-facing delivery in B2B SaaS or technology.

- Strong project management skills.

- Technical aptitude to understand system configuration, API integrations, and cloud infrastructure concepts.

- Demonstrated ability to deliver training and technical enablement to both technical and non-technical audiences.

- Proficiency with Salesforce, Azure DevOps or Jira, and Monday.com.

- Comfortable working independently in a remote, cross-timezone environment.

- Fluent professional English, written and verbal.

- Proven use of AI tools such as ChatGPT, Claude, or Copilot for research, communications, and workflow efficiency.

**Preferred Qualifications**

- Experience owning software implementation or integration projects end-to-end.

- Background in sports, media, broadcast, or content management.

- Familiarity with MAM/DAM, video workflow technologies, metadata standards, and content delivery.

- Understanding of cloud hosting, SSO, access control models, and API integration patterns.

- Comfortable working in a Microsoft 365 environment.

**What's in it For You?**

- Hybrid Work Model: flexible hybrid working environment.

- Flexibility & Work-Life Balance: supportive workplace policies.

- Career Development and Growth: culture of continuous learning and skill development.

- Industry Competitive Benefits: comprehensive benefit plans.

- Culture: globally recognized, award-winning reputation for inclusion and belonging.

- Social Impact: opportunities to make an impact in the community.

## Skills

### Required
- Project Management
- Technical Enablement
- Cloud Infrastructure
- API Integrations
- Salesforce
- Azure DevOps
- Jira
- Monday.com
- ChatGPT
- Claude
- Copilot

### Nice to have
- Software Implementation
- Integration Projects
- MAM/DAM
- Video Workflow Technologies
- Metadata Standards
- Content Delivery
- Microsoft 365

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Source: [Apply at thomsonreuters.wd5.myworkdayjobs.com](https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Spain-Madrid-Madrid/Customer-Success-Manager--Reuters-Imagen_JREQ203911?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)