Senior Customer Success Manager — SaaS Platform Delivery

Thomson Reuters

México

Hybrid

MXN 900,000 - 1,300,000

Full time

9 days ago

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Benefits offered by this job

Hybrid work model

Flexible work policies

Career development and growth

Competitive benefits package

Global culture and inclusion

Job summary

Thomson Reuters is seeking a Customer Success Manager for Reuters Imagen in Mexico. You will own the client portfolio, drive platform adoption, manage go-live and ongoing operations, and coordinate cross-functional delivery across DevOps, Product, and Commercial teams.

The role requires strong project management, technical aptitude, and the ability to build relationships with both technical and non-technical stakeholders. Fluency in English and experience with AI tools are valued.

Qualifications

3 to 5 years of experience in Customer Success, Account Management, or client-facing delivery within B2B SaaS or technology environments.
Strong project-management skills, including stakeholder management, task coordination, dependency management, governance, risk management, and communications across concurrent deliveries.
Technical aptitude to understand system configuration, API integrations, and cloud-infrastructure concepts, as well as troubleshoot basic issues independently.
Demonstrated ability to deliver training and technical enablement to technical and non-technical audiences.
Proficiency with Salesforce, Azure DevOps or Jira, and Monday.com.
Ability to work independently in a remote, cross-time-zone environment.
Fluent professional English, written and verbal.
Proven experience using AI tools, such as ChatGPT, Claude, or Copilot, for research, communications, and workflow efficiency.

Responsibilities

Own Customer Relationships: Serve as the named owner and primary point of contact for an assigned portfolio of accounts, covering customer success, delivery, project management, and day-to-day client communications.
Drive Platform Adoption and Utilization: Support client adoption through training, enablement, proactive engagement, and guidance on platform capabilities.
Develop Account Success Plans: Create and maintain current success plans that document client goals, adoption status, risks, and next actions.
Monitor Account Health: Track account health and engagement patterns, identifying and addressing potential issues before escalation.
Manage Client Implementations: Own delivery execution from kickoff through go-live and ongoing operations for new client implementations, as well as expansion or upsell-related implementation work for existing accounts.
Plan and Coordinate Project Delivery: Define scope, goals, and deliverables using the Statement of Work as the scope-management tool. Manage timelines, milestones, dependencies, risks, and communications across concurrent deliveries.
Coordinate Cross-Functional Delivery: Track work items in Azure DevOps, coordinate with DevOps and Delivery Engineering, and manage budget and financial objectives.
Lead Client-Facing Delivery Activities: Run client kickoffs, user acceptance testing, training, and go-live support.
Build Platform Knowledge: Develop and maintain working knowledge of the Imagen platform, including front-end user experience, metadata schemas, workflows, access controls, user administration, and administrative configuration.
Provide Configuration Guidance: Guide customers toward configuration-based solutions that support long-term platform needs. Identify situations that require specialist support and engage Technical Pre-sales, Service Engineering, or Product as appropriate.
Support Retention and Commercial Opportunities: Monitor account health and usage data to identify renewal risks. Provide Account Managers with relevant context and recommended approaches ahead of renewals.
Identify Expansion Opportunities: Recognize expansion signals across the assigned portfolio and provide Account Managers with sufficient supporting information to act.
Conduct Account Audits: Complete annual account audits, documenting platform health, usage gaps, and opportunities, and routing findings to the appropriate internal team.
Represent Customer Feedback: Collect and share customer feedback with Product, Engineering, and Commercial teams.
Maintain Accurate Account Records: Keep account records, success plans, and engagement history current in Salesforce.
Contribute to Operational Excellence: Share platform guidance, best practices, and lessons learned with the team. Use AI tools to improve the quality and efficiency of research, client communications, and routine tasks.