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About the Role
As a Customer Success Manager at Thomson Reuters, you will play a pivotal role in ensuring clients realize maximum value from their subscriptions and build lasting relationships with our brand. You will act as a trusted advisor, combining strong relationship-building skills with data-driven insight to identify opportunities, address risks proactively, and drive long-term engagement and retention.
Responsibilities
- Support strategic customer trials and deliver tailored onboarding programmes that drive adoption and convert prospects into engaged subscribers.
- Build strong relationships with a portfolio of clients, acting as a trusted advisor and ensuring they realise maximum value from their subscription.
- Monitor account health and platform usage, proactively identifying engagement opportunities, risks, and retention actions.
- Partner closely with Account Managers to support renewals, growth opportunities, and high-value customer relationships.
- Analyse and interpret usage data, providing actionable insights and client-ready reports that demonstrate value and inform commercial conversations.
- Deliver engaging customer training sessions, webinars, and educational content to increase product knowledge and adoption.
- Gather and act on customer feedback, helping to improve the client experience and strengthen long-term loyalty.
- Champion the voice of the customer across the business, collaborating with Product, Editorial, and Commercial teams to drive continuous improvement and customer success.
Requirements
- Demonstrable experience in a customer success, client services, account management support, or customer enablement role — ideally within B2B media, publishing, data, or SaaS.
- Strong communication skills — written and verbal — with the ability to adapt your tone and approach to different audiences, from individual users to senior stakeholders.
- Experience using Salesforce or a similar CRM for logging activities, managing tasks, and tracking client engagement.
- Strong organisational skills and high attention to detail — you manage multiple priorities simultaneously without things slipping.
- Experience delivering training, presentations, or webinars — you are confident presenting to groups and skilled at tailoring content to your audience.
- A proactive, self-starting approach — you identify issues before they become problems and bring solutions, not just observations.
- Comfortable working in a collaborative, cross-functional environment — you work well with sales, editorial, marketing, and ops teams, even without direct authority.
Skills
- Relationship management
- Strategic advising
- Data-driven problem solving
- Customer health monitoring
- Engagement increase
- Product value realization
- Relationship building
- Data-driven insight
- Opportunity identification
- Risk mitigation
- Customer retention
- Data analysis
- Customer feedback utilization
- Product knowledge enhancement
- Customer experience improvement
- Customer loyalty strengthening
- Cross-functional collaboration
- Salesforce or similar CRM
- Organizational skills
- Attention to detail
- Training delivery
- Presentation skills
- Webinar delivery
- Proactive approach
- Self-starting
- Insurance industry familiarity (advantageous)
- Financial services industry familiarity (advantageous)
Location
- Hybrid
Work Type
- Fixed Term Contract
- Hybrid
- Full-time
Experience Level
- Mid-level
Benefits
- Flexible hybrid working environment
- Flex My Way policies
- Work from anywhere for up to 8 weeks per year
- Career development and growth opportunities
- Grow My Way programming
- Skills-first approach
- Industry competitive benefits
- 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
- Two paid volunteer days off annually
- Opportunities to get involved with pro-bono consulting projects
- Opportunities to get involved with Environmental, Social, and Governance (ESG) initiatives
About the Company
- At The Insurer, we help the world's leading insurance and reinsurance professionals make better decisions through trusted intelligence, market-leading journalism, and actionable data.
- As part of Reuters Professional, we combine the authority and reach of one of the world's most respected news and information organisations with the specialist expertise that has made The Insurer a trusted partner to senior decision-makers across the global insurance market.
- 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.
- We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments.
- At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them.
- We're not riding the AI wave — we’re reshaping the future of professional work across law, tax, compliance, and journalism.
- Here, you will collaborate with smart, ambitious people who thrive on solving complex problems, delivering market-leading solutions, and innovating with curiosity and care.
Equal Opportunity
- 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.