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About the Role

As a Customer Success Manager at Thomson Reuters, you will play a pivotal role in ensuring our clients realize maximum value from their subscriptions and build lasting relationships with our brand. You will act as a trusted advisor, proactively monitoring customer health, uncovering opportunities to increase engagement, and ensuring clients consistently achieve value from our products and services.

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
A genuine enthusiasm for helping clients get more value from products — you find satisfaction in turning an uncertain user into a confident one
Strong communication skills — written and verbal — with the ability to adapt your tone and approach to different audiences, from individual users to senior stakeholders
A data-informed mindset: you are comfortable working with usage dashboards, interpreting engagement data, and translating numbers into narrative
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
Familiarity with the insurance or financial services industry is an advantage, but not a requirement — what matters more is the ability to learn a specialist market quickly
Comfortable working in a collaborative, cross-functional environment — you work well with sales, editorial, marketing, and ops teams, even without direct authority

Skills

Customer Success
Client Services
Account Management Support
Customer Enablement
B2B Media
Publishing
Data
SaaS
Communication Skills
Data Analysis
Salesforce
CRM
Training Delivery
Presentation Skills
Webinar Delivery
Insurance Industry
Financial Services Industry

Location

Hybrid

Work Type

Hybrid
Full-time

Experience Level

Mid-level

Benefits

Hybrid Work Model
Flexibility & Work-Life Balance
Work from anywhere for up to 8 weeks per year
Career Development and Growth
Continuous learning and skill development
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
Social Impact opportunities
Two paid volunteer days off annually
Pro-bono consulting projects
Environmental, Social, and Governance (ESG) initiatives

About the Company

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.
Join us and help shape the industries that move society forward.

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.