Description
As a Customer Success Manager at Thomson Reuters (TR), you will be the main partner for our customers after they choose our solutions.
You will help them use our products fully, reach the goals they set for themselves, and get the most value from their investment.
Your success will be measured by how quickly customers see their first results, how engaged they are, and how well they adopt new features.
Key Responsibilities
- Build Strong Customer Relationships: Develop and maintain lasting relationships with key stakeholders across your customer accounts.
- Plan for Success: Design and carry out success plans tailored to each customer's goals.
- Guide Onboarding and Training: Walk new customers through onboarding so the transition is smooth and they start seeing value quickly.
- Monitor Usage and Adoption: Review how customers use our products to spot barriers to adoption, then design strategies to increase engagement.
- Drive Retention and Growth: Work with the sales team on renewals and identify opportunities to expand or add solutions.
- Advocate for Customers: Gather customer feedback and share it to shape product development and marketing.
- Collaborate Across TR: Partner with sales, marketing, and product teams to align customer success work with business goals.
Required Qualifications
- 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.
- Clear written and verbal communication skills.
- 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.
Preferred Qualifications
- Experience renewing or expanding accounts.
- 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.
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.