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.