Customer Success Manager

Job Description As a Customer Success Manager, Reuters Imagen, you will own the operational relationship for a portfolio of client accounts from kickoff through renewal. You will serve as the primary point of contact for customers, supporting platform adoption, utilization, delivery, project management, and day‑to‑day client communications. You will work as part of a cross‑functional account team to guide clients through implementations, training, user acceptance testing, go‑live, ongoing operations, renewals, and expansion opportunities. The role requires strong project‑management capabilities, technical aptitude, and the ability to build effective relationships with technical and non‑technical stakeholders. You will develop strong knowledge of the Imagen platform, including front‑end user experience and administrative configuration, and collaborate with Account Management, DevOps, Delivery Engineering, Technical Pre‑sales, Service Engineering, Product, Engineering, Commercial, and other internal teams to support client outcomes.

Key Responsibilities

• Own Customer Relationships: Serve as the named owner and primary point of contact for an assigned portfolio of accounts, covering customer success, delivery, project management, and day‑to‑day client communications.
• Drive Platform Adoption and Utilization: Support client adoption through training, enablement, proactive engagement, and guidance on platform capabilities.
• Develop Account Success Plans: Create and maintain current success plans that document client goals, adoption status, risks, and next actions.
• Monitor Account Health: Track account health and engagement patterns, identifying and addressing potential issues before escalation.
• Manage Client Implementations: Own delivery execution from kickoff through go‑live and ongoing operations for new client implementations, as well as expansion or upsell‑related implementation work for existing accounts.
• Plan and Coordinate Project Delivery: Define scope, goals, and deliverables using the Statement of Work as the scope‑management tool. Manage timelines, milestones, dependencies, risks, and communications across concurrent deliveries.
• Coordinate Cross‑Functional Delivery: Track work items in Azure DevOps, coordinate with DevOps and Delivery Engineering, and manage budget and financial objectives.
• Lead Client‑Facing Delivery Activities: Run client kickoffs, user acceptance testing, training, and go‑live support.
• Build Platform Knowledge: Develop and maintain working knowledge of the Imagen platform, including front‑end user experience, metadata schemas, workflows, access controls, user administration, and administrative configuration.
• Provide Configuration Guidance: Guide customers toward configuration‑based solutions that support long‑term platform needs. Identify situations that require specialist support and engage Technical Pre‑sales, Service Engineering, or Product as appropriate.
• Support Retention and Commercial Opportunities: Monitor account health and usage data to identify renewal risks. Provide Account Managers with relevant context and recommended approaches ahead of renewals.
• Identify Expansion Opportunities: Recognize expansion signals across the assigned portfolio and provide Account Managers with sufficient supporting information to act.
• Conduct Account Audits: Complete annual account audits, documenting platform health, usage gaps, and opportunities, and routing findings to the appropriate internal team.
• Represent Customer Feedback: Collect and share customer feedback with Product, Engineering, and Commercial teams.
• Maintain Accurate Account Records: Keep account records, success plans, and engagement history current in Salesforce.
• Contribute to Operational Excellence: Share platform guidance, best practices, and lessons learned with the team. Use AI tools to improve the quality and efficiency of research, client communications, and routine tasks.

Required Qualifications

• 3 to 5 years of experience in Customer Success, Account Management, or client‑facing delivery within B2B SaaS or technology environments.
• Strong project‑management skills, including stakeholder management, task coordination, dependency management, governance, risk management, and communications across concurrent deliveries.
• Technical aptitude to understand system configuration, API integrations, and cloud‑infrastructure concepts, as well as troubleshoot basic issues independently.
• Demonstrated ability to deliver training and technical enablement to technical and non‑technical audiences.
• Proficiency with Salesforce, Azure DevOps or Jira, and Monday.com.
• Ability to work independently in a remote, cross‑time‑zone environment.
• Fluent professional English, written and verbal.
• Proven experience using 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, including migrations and third‑party integrations.
• Background in sports, media, broadcast, or content management.
• Familiarity with media asset management (MAM), digital asset management (DAM), video‑workflow technologies, metadata standards, and content delivery.
• Understanding of cloud‑hosting environments, including AWS and Azure; single sign‑on (SSO); access‑control models; and API‑integration patterns.
• Experience working in a Microsoft 365 environment, including SharePoint, Power BI, Power Automate, and other standard business tools.

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office‑based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work‑Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work‑life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real‑world solutions. Our Grow My Way programming and skills‑first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI‑enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company‑wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, work‑life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro‑bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real‑World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

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.

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