Customer Success Manager (Subscriptions, 1 year FTC)

Responsibilities

• 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

Qualifications

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