Associate Digital Customer Success Manager

Thomson Reuters is a global provider of trusted content and technology solutions. The Associate Digital Customer Success Manager will execute digital customer success campaigns and programs to drive customer value and adoption across the post-sales customer journey, while also collaborating cross-functionally and leveraging data-driven insights.

Responsibilities:

• 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

Requirements:

• 2–4 years' experience on a GTM or Customer Marketing, Digital Customer Success, or Product Led Growth team in B2B SaaS
• Experience using tools that manage customer communications at scale, including email automation tools, in-product messaging, or other customer success tools
• Experience with building email automation programs in Eloqua
• 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
• 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
• Experience with digital customer success strongly preferred
• Experience with Microsoft 365, Salesforce (strongly preferred), and Pendo (strongly preferred)
• Comfortable with data and analytics tools like Excel, Power BI, and Tableau is a plus