Customer Success Manager (Subscriptions, 1 year FTC)

Join Thomson Reuters as a Customer Success Manager on a 1-year fixed-term contract. In this pivotal role, you will ensure clients maximize the value of their subscriptions and build lasting relationships with our brand. You will proactively monitor customer health, uncover opportunities for increased engagement, and ensure clients consistently achieve value from our products and services. This is an exciting opportunity to contribute to customer retention, commercial success, and the growth of a globally recognized brand.

Support strategic customer trials and deliver tailored onboarding programmes that drive adoption and convert prospects into engaged subscribers.

Responsibilities

• 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.
• Comfortable working in a collaborative, cross-functional environment — you work well with sales, editorial, marketing, and ops teams, even without direct authority

Requirements

• A proactive, self-starting approach — you identify issues before they become problems and bring solutions, not just observations
• Experience using Salesforce or a similar CRM for logging activities, managing tasks, and tracking client engagement
• Demonstrable experience in a customer success, client services, account management support, or customer enablement role — ideally within B2B media, publishing, data, or SaaS
• A genuine enthusiasm for helping clients get more value from products — you find satisfaction in turning an uncertain user into a confident one
• A data-informed mindset: you are comfortable working with usage dashboards, interpreting engagement data, and translating numbers into narrative
• 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
• Experience delivering training, presentations, or webinars — you are confident presenting to groups and skilled at tailoring content to your audience

Preferred

• 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