Customer Success Manager (Subscriptions, 1 year FTC)

Thomson Reuters; Greater London; Sur place; GBP 45 000 - 65 000; Plein temps

Résumé du poste

Thomson Reuters is seeking a Customer Success Manager in the Greater London area on a 1-year fixed-term contract. The role focuses on ensuring clients realize value from subscriptions, building lasting relationships, and acting as a trusted advisor with data-driven insights to improve engagement and retention.

You will support trials, drive onboarding, monitor health metrics, and partner with Account Managers on renewals and growth while translating usage data into concrete value for clients.

Qualifications

• Experience in customer success, client services, or account management roles in B2B.
• Ability to interpret usage data and translate to actionable insights.
• Experience with CRM systems (e.g., Salesforce) for logging activities.

Responsabilités

• Support strategic customer trials and deliver onboarding programmes.
• Build strong relationships with a portfolio of clients as trusted advisor.
• Monitor account health and platform usage to identify engagements and risks.
• Collaborate with Account Managers to support renewals and growth.
• Analyse usage data and produce client-ready reports showing value.
• Deliver training sessions, webinars, and educational content.
• Gather feedback to improve the client experience and loyalty.
• Champion the voice of the customer across Product, Editorial and Commercial teams.

Connaissances

CRM knowledge

Data-driven mindset

Stakeholder communication

Training delivery

Relationship management

Outils

Salesforce

Description du poste

• 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
• 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

Comfortable working in a collaborative, cross-functional environment — you work well with sales, editorial, marketing, and ops teams, even without direct authorityA proactive, self-starting approach — you identify issues before they become problems and bring solutions, not just observationsExperience using Salesforce or a similar CRM for logging activities, managing tasks, and tracking client engagementDemonstrable experience in a customer success, client services, account management support, or customer enablement role — ideally within B2B media, publishing, data, or SaaSA genuine enthusiasm for helping clients get more value from products — you find satisfaction in turning an uncertain user into a confident oneFamiliarity 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 quicklyA data-informed mindset: you are comfortable working with usage dashboards, interpreting engagement data, and translating numbers into narrativeStrong organisational skills and high attention to detail — you manage multiple priorities simultaneously without things slippingStrong communication skills — written and verbal — with the ability to adapt your tone and approach to different audiences, from individual users to senior stakeholdersExperience delivering training, presentations, or webinars — you are confident presenting to groups and skilled at tailoring content to your audience