At a Glance
- Tasks: Help clients maximise subscription value and build strong relationships.
- Company: Join a globally recognised brand in the insurance and reinsurance sector.
- Benefits: Enjoy hybrid work, flexible vacation, and mental health support.
- Other info: Collaborative culture with continuous learning and career growth opportunities.
- Why this job: Make a real impact by driving customer engagement and retention.
- Qualifications: Experience in customer success or account management, with strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Overview
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 of a major news and information organisation with the specialist expertise The Insurer provides to senior decision-makers across the global insurance market.
We are looking for a Customer Success Manager to help clients realise maximum value from their subscriptions, build lasting relationships, and drive engagement and retention.
This is a 1-year fixed-term contract.
The role sits within a growing, market-leading business where you will contribute to customer retention, commercial success, and the ongoing growth of a globally recognised brand.
Role Overview
- Support strategic customer trials and deliver tailored onboarding programs 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 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 inform commercial conversations.
- Deliver engaging training sessions, webinars, and educational content to increase product knowledge and adoption.
- Gather and act on customer feedback to improve the client experience and strengthen long-term loyalty.
- Champion the voice of the customer across Product, Editorial, and Commercial teams to drive continuous improvement and customer success.
About You
- Demonstrable experience in a customer success, client services, account management, or enablement role — ideally within B2B media, publishing, data, or Saa S.
- A genuine enthusiasm for helping clients get more value from products and a knack for turning uncertain users into confident ones.
- Strong written and verbal communication skills with the ability to adapt to different audiences, from individual users to senior stakeholders.
- A data-informed mindset: comfortable with usage dashboards, interpreting engagement data, and translating numbers into narrative.
- Experience using Salesforce or a similar CRM for logging activities and tracking client engagement.
- Strong organisational skills and high attention to detail; able to manage multiple priorities without lapses.
- Experience delivering training, presentations, or webinars and tailoring content to diverse audiences.
- Proactive, self-starting approach with the ability to identify issues early and propose solutions.
- Familiarity with the insurance or financial services industry is advantageous but not required; the ability to learn a specialist market quickly is key.
- Collaborative, cross-functional mindset; able to work effectively with sales, editorial, marketing, and ops teams, even without direct authority.
- What’s In It For You
- Hybrid work model (2–3 days in the office per week, depending on role) with flexible arrangements.
- Career development and growth opportunities through a culture of continuous learning and skills-first development.
- Industry-wide benefits including flexible vacation, mental health days, access to wellbeing resources, retirement savings, and professional development support.
- A globally recognised employer with a culture that values inclusion, balance, and collaboration.
About Us
Thomson Reuters informs the way forward by providing trusted content and technology to professionals across legal, tax, accounting, compliance, government, and media.
Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news.
We are an Equal Employment Opportunity employer and provide reasonable accommodations as required by law.
More information on accommodations and about Thomson Reuters can be found on our website.
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Subscriptions in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Refinitiv.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Refinitiv. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Success Manager - Subscriptions in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Refinitiv.
How to prepare for a job interview at Refinitiv
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Refinitiv's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Refinitiv offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
