Customer Success Manager - Subscriptions

Thomson Reuters; Greater London; Hybrid; GBP 48,000 - 69,000; Full time

Benefits offered by this job

Hybrid Work Model

Flex My Way

Grow My Way

Mental Health Days off

Headspace app access

Tuition reimbursement

Volunteer days off

Job summary

Thomson Reuters is seeking a Customer Success Manager to help clients realise maximum value from subscriptions, build lasting relationships, and act as a trusted advisor through data-driven insights and tailored onboarding.

You will work with Account Managers to support renewals, monitor health and usage, deliver training, and translate usage data into actionable value for clients in a hybrid, 2–3 days in-office model.

Qualifications

• Experience in customer success, client services, or account management support in B2B media, publishing, data, or SaaS.
• Genuine enthusiasm for helping clients extract value from products.
• Strong written and verbal communication skills.
• Data-informed mindset with dashboards and usage data.
• Experience using Salesforce or CRM.
• Strong organizational skills and attention to detail.
• Experience delivering training, presentations, or webinars.
• Proactive, self-starting approach.
• Familiarity with insurance or financial services is a plus.
• Ability to collaborate cross-functionally.

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.

Skills

Customer success

Account management

CRM Salesforce

Data analysis

Training delivery

Communication

Cross-functional collaboration

Insurance industry knowledge

Tools

Salesforce

Job description

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.

We're looking for a Customer Success Manager to play a pivotal role in ensuring our clients realise maximum value from their subscriptions and build lasting relationships with our brand. Part relationship manager, part strategic advisor, and part data-driven problem solver, you'll proactively monitor customer health, uncover opportunities to increase engagement, and ensure clients consistently achieve value from our products and services

Working closely with Account Managers and the wider commercial team, you'll act as a trusted advisor to clients, combining strong relationship-building skills with data-driven insight to identify opportunities, address risks proactively, and drive long-term engagement and retention. You'll use customer feedback, platform usage data, and market understanding to ensure every client fully benefits from the intelligence and insights we provide.

This is an exciting opportunity to join a growing, market-leading business where you'll play a direct role in customer retention, commercial success, and the continued growth of a globally recognised brand.

Please note that this is a 1yr Fixed Term Contract.

About the Role

As a Customer Success Manager at Thomson Reuters, you will:

• 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.

About You

• 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

#LI-FP3

What's in it For You?

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) 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. More information on requesting an accommodation here.

More information about Thomson Reuters can be found on thomsonreuters.com.