Associate Digital Customer Success Manager

Thomson Reuters-posted 21 days ago
Full-time • Entry Level
Hybrid • Ann Arbor, MI
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As an Associate Digital Customer Success Manager, you will be responsible for executing digital customer success campaigns and programs at scale to drive customer value and adoption across the post sales customer journey. You will leverage 1-to-many strategies, digital platforms, and data-driven insights to drive customer engagement and adoption leading to retention and growth. This role is focused on execution, performance tracking, and continuous improvement, with opportunities to collaborate cross-functionally and experiment with new approaches. In the role of Associate Digital Customer Success Manager, you will: Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions. Create automated and innovative nurture campaigns that drive the right messages to the right customers at the right time through channels including email, in-app, community and customer facing teams). Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the programs you build. Experiment with and leverage tools including AI, automation, customer insights, data, and content to improve customer outcomes and drive innovation. Actively partner and align cross-functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Marketing, Sales and Product teams. Monitor customer usage data to identify potential risks and proactively intervene. Launch targeted customer engagement campaigns based on customer segments by leveraging email, in-product, webinars or other available methods for customer reach. Develop a strong understanding of available educational content and programs to curate as a part of scaled digital programs. Identify gaps and suggest new content as needed and provide feedback on existing content to support customer self-service and learning. Track and optimise channel performance, engagement, and campaign effectiveness using analytics and reporting tools.

  • Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions.
  • Create automated and innovative nurture campaigns that drive the right messages to the right customers at the right time through channels including email, in-app, community and customer facing teams).
  • Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the programs you build.
  • Experiment with and leverage tools including AI, automation, customer insights, data, and content to improve customer outcomes and drive innovation.
  • Actively partner and align cross-functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Marketing, Sales and Product teams.
  • Monitor customer usage data to identify potential risks and proactively intervene.
  • Launch targeted customer engagement campaigns based on customer segments by leveraging email, in-product, webinars or other available methods for customer reach.
  • Develop a strong understanding of available educational content and programs to curate as a part of scaled digital programs. Identify gaps and suggest new content as needed and provide feedback on existing content to support customer self-service and learning.
  • Track and optimise channel performance, engagement, and campaign effectiveness using analytics and reporting tools.
  • 2–4 years’ experience on a GTM or Customer Marketing, Digital Customer Success or Product Led Growth team in B2B SaaS. Additional experience with digital customer success strongly preferred.
  • Experience using tools that manage customer communications at scale including email automation tools, in-product messaging, or other customer success tools. Experience with Salesforce, Gainsight Journey Orchestrator, Eloqua, Microsoft 365 and Pendo strongly preferred.
  • Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention.
  • Basic graphic design experience and familiarity with AI tools and prompts.
  • Data-driven approach to problem-solving and strong analytical skills. Comfortable with data and analytics tools like Excel, Power BI, Tableau a plus.
  • Strong communication skills and the ability to evangelise your programs.
  • Project management skills: ability to manage multiple projects, prioritise tasks, and meet deadlines.
  • Curiosity, creativity, and the desire to experiment.
  • Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
  • Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
  • Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
  • Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
  • Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
  • Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
  • Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
  • In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.
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