Thomson Reuters
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Digital Customer Success Specialist
role at
Thomson Reuters
About the Role In the role of Digital Customer Success Specialist, you will:
Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions.
Design and deliver onboarding programs for new customers through webinars and automated email sequences.
Create automated and innovative adoption nurture campaigns that drive the right messages to the right customers at the right time.
Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the strategy you build.
Actively partner and align cross‑functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Customer Training, and Marketing.
Monitor customer usage data to identify potential churn risks and proactively intervene.
Launch targeted customer engagement campaigns based on customer segments by leveraging email, in‑product, social media, or other available methods for customer reach.
Develop a strong understanding of available educational content and programs to curate as part of scaled digital programs. Identify gaps and suggest new content as needed and provide feedback on existing content included in our on‑demand learning libraries.
Create and manage automated processes to effectively forecast and communicate at‑risk customers.
About You You are a fit for the role if you have:
3+ years of customer‑facing experience on a GTM or Marketing team in B2B SaaS.
Additional experience with digital customer success strongly preferred.
Experience using tools that manage customer communications at scale including email automation tools, in‑product messaging, or other customer success tools. Experience with Gainsight, Eloqua, and Pendo strongly preferred.
Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention.
Data‑driven approach to problem‑solving and strong analytical skills.
Ability to prioritize among numerous initiatives for maximum impact.
Strong communication skills and the ability to evangelize your programs.
Strong project management skills: ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
Curiosity, creativity, and the desire to experiment.
What’s in it for You?
Hybrid Work Model: A flexible hybrid working environment (2‑3 days a week in the office depending on the role) for 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 includes work from anywhere for up to 8 weeks per year.
Career Development and Growth: A culture of continuous learning and skill development, with Grow My Way programming and a skills‑first approach to help you grow, lead, and thrive in an AI‑enabled future.
Industry Competitive Benefits: Comprehensive benefit plans, 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: A globally recognized reputation for inclusion and belonging, flexibility, work‑life balance, and a values chain of “Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.”
Social Impact: Two paid volunteer days off annually and opportunities to get involved with pro‑bono consulting projects and ESG initiatives.
Making a Real‑World Impact: Helping customers pursue justice, truth, and transparency while upholding the rule of law and providing trusted, unbiased information worldwide.
Equal Employment Opportunity 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.
As a global business, Thomson Reuters relies on the unique backgrounds, perspectives, and experiences of all employees to deliver on its business goals. We seek talented, qualified employees in all operations worldwide regardless of race, color, sex/gender, pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship, 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.
Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at HR.Leave‑Expert@thomsonreuters.com.
For more information on requesting an accommodation, please visit our website or refer to the relevant policy documents.
Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found at thomsonreuters.com.
#J-18808-Ljbffr
Digital Customer Success Specialist
role at
Thomson Reuters
About the Role In the role of Digital Customer Success Specialist, you will:
Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions.
Design and deliver onboarding programs for new customers through webinars and automated email sequences.
Create automated and innovative adoption nurture campaigns that drive the right messages to the right customers at the right time.
Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the strategy you build.
Actively partner and align cross‑functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Customer Training, and Marketing.
Monitor customer usage data to identify potential churn risks and proactively intervene.
Launch targeted customer engagement campaigns based on customer segments by leveraging email, in‑product, social media, or other available methods for customer reach.
Develop a strong understanding of available educational content and programs to curate as part of scaled digital programs. Identify gaps and suggest new content as needed and provide feedback on existing content included in our on‑demand learning libraries.
Create and manage automated processes to effectively forecast and communicate at‑risk customers.
About You You are a fit for the role if you have:
3+ years of customer‑facing experience on a GTM or Marketing team in B2B SaaS.
Additional experience with digital customer success strongly preferred.
Experience using tools that manage customer communications at scale including email automation tools, in‑product messaging, or other customer success tools. Experience with Gainsight, Eloqua, and Pendo strongly preferred.
Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention.
Data‑driven approach to problem‑solving and strong analytical skills.
Ability to prioritize among numerous initiatives for maximum impact.
Strong communication skills and the ability to evangelize your programs.
Strong project management skills: ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
Curiosity, creativity, and the desire to experiment.
What’s in it for You?
Hybrid Work Model: A flexible hybrid working environment (2‑3 days a week in the office depending on the role) for 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 includes work from anywhere for up to 8 weeks per year.
Career Development and Growth: A culture of continuous learning and skill development, with Grow My Way programming and a skills‑first approach to help you grow, lead, and thrive in an AI‑enabled future.
Industry Competitive Benefits: Comprehensive benefit plans, 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: A globally recognized reputation for inclusion and belonging, flexibility, work‑life balance, and a values chain of “Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.”
Social Impact: Two paid volunteer days off annually and opportunities to get involved with pro‑bono consulting projects and ESG initiatives.
Making a Real‑World Impact: Helping customers pursue justice, truth, and transparency while upholding the rule of law and providing trusted, unbiased information worldwide.
Equal Employment Opportunity 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.
As a global business, Thomson Reuters relies on the unique backgrounds, perspectives, and experiences of all employees to deliver on its business goals. We seek talented, qualified employees in all operations worldwide regardless of race, color, sex/gender, pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship, 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.
Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at HR.Leave‑Expert@thomsonreuters.com.
For more information on requesting an accommodation, please visit our website or refer to the relevant policy documents.
Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found at thomsonreuters.com.
#J-18808-Ljbffr