Strategic Customer Success Specialist

Thomson Reuters; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

CRM knowledge

Data-driven mindset

Stakeholder communication

Training delivery

Relationship management

Tools

Salesforce

Job description

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.