Hybrid Customer Success Manager - Data & Insights SaaS

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

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.