Strategic CSM for SaaS Platform Adoption & Delivery

Thomson Reuters; Madrid; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work policies

Career development

Industry competitive benefits

Culture of inclusion

Job summary

Thomson Reuters Reuters Imagen unit is seeking a Customer Success Manager to own a portfolio of accounts, guide adoption, and manage the end-to-end client journey from kickoff to renewal. You will collaborate with cross-functional teams to drive platform adoption, lead training, and identify expansion opportunities while maintaining strong relationships with client champions across diverse organizations.

This hybrid role emphasizes proactive client management, clear communication, and a focus on

Qualifications

• 3 to 5 years of experience in Customer Success, Account Management, or client-facing delivery in B2B SaaS or technology
• Strong project management skills across stakeholders, tasks, dependencies, governance, risk, and communications
• Technical aptitude to understand system configuration, API integrations, and cloud concepts, with ability to troubleshoot basic issues
• Proven ability to deliver training and enablement to both technical and non-technical audiences
• Proficiency with Salesforce, Azure DevOps or Jira, and Monday.com
• Comfortable working independently in a remote, cross-timezone environment
• Fluent professional English, written and verbal
• Proven use of AI tools such as ChatGPT, Claude, or Copilot for research, communications, and workflow efficiency

Responsibilities

• Serve as the named owner and primary point of contact for a portfolio of assigned accounts, covering customer success, delivery, project management, and day-to-day client communications
• Build relationships with customer champions and administrators across diverse organizations
• Lead or co-lead the account cadence appropriate to each client as part of a cross-functional account team
• Own platform adoption and utilization, driving improvement through training, enablement, and proactive engagement
• Develop and maintain a current success plan for each account, capturing client goals, adoption state, risks, and next actions
• Own delivery execution on client implementations from kickoff through go-live and into ongoing operations
• Define scope, goals, and deliverables using the Statement of Work, planning and managing timelines, milestones, dependencies, and risk
• Run kickoffs, user acceptance testing, training, and go-live support
• Configure and explain platform setup including metadata schemas, workflows, access controls, and user administration
• Collaborate with broader commercial, product and engineering stakeholders to spot opportunities and pass them to the Account Manager

Skills

Customer Success

Account Management

Project Management

Client-facing Delivery

Cross-functional Collaboration

Tools

Salesforce

Jira

Azure DevOps

Monday.com

Job description

Thomson Reuters Reuters Imagen unit is seeking a Customer Success Manager to own a portfolio of accounts, guide adoption, and manage the end-to-end client journey from kickoff to renewal. You will collaborate with cross-functional teams to drive platform adoption, lead training, and identify expansion opportunities while maintaining strong relationships with client champions across diverse organizations.

This hybrid role emphasizes proactive client management, clear communication, and a focus on