Customer Success Manager

As a Customer Success Manager at Reuters Imagen, you will be the strategic champion for clients across the Americas and select global accounts, driving adoption, value realization, and long-term retention. You'll work proactively to ensure customers maximize the business value of the Imagen platform, identify expansion opportunities, and maintain strong health scores across your portfolio. This role requires a blend of technical acumen, consultative relationship management, and strategic thinking to help sports and media organizations transform how they manage and monetize their digital content.

Key Responsibilities

Customer Adoption & Value Realization:

• Drive platform adoption and feature utilization through targeted training sessions, adoption demos, and enablement activities that help customers leverage new features and optimize workflows

• Monitor customer health scores, usage metrics, and engagement patterns to proactively identify risks and opportunities

• Develop and execute customer success plans aligned with client business objectives and platform capabilities

Strategic Customer Engagement:

• Lead cadenced customer engagements including monthly check-ins, quarterly business reviews, and strategic planning sessions that align platform capabilities with evolving business needs

• Support Account Managers during renewal conversations by providing customer health insights, adoption metrics, and value realization narratives

• Build strong relationships with customer champions, administrators, and executive sponsors across diverse organizational levels

Expansion & Retention:

• Identify and qualify expansion opportunities based on customer usage patterns and business needs, then hand off to Account Managers to drive commercially

• Monitor renewal risk indicators and execute mitigation strategies to reduce churn

• Track and report on customer success metrics including NPS, CSAT, adoption rates, renewal rates, and expansion revenue

Customer Advocacy & Voice of Customer:

• Collect, synthesize, and advocate for customer feedback to Product, Engineering, and Commercial teams through internal forums, prioritization discussions, and roadmap planning

• Contribute to knowledge base articles, enablement materials, customer advisory boards, user groups, and industry events as needed

Operational Excellence:

• Maintain accurate customer records, success plans, and engagement history in Salesforce while tracking and reporting on key success metrics, health scores, and portfolio performance

• Leverage AI tools and emerging technologies to improve customer engagement, automate routine tasks, and deliver innovative solutions that enhance customer outcomes

About You:

Required Qualifications:

• 3-5 years of experience in Customer Success, Account Management, or related client-facing roles in B2B SaaS or technology

• Demonstrated ability to conduct platform training, product demonstrations, and technical enablement sessions. Must be comfortable discussing technical concepts with both technical and non-technical audiences, answering first-level technical questions, and knowing when to engage Service Engineers for deeper technical discussions

• Experience monitoring customer health metrics, usage data, and engagement patterns to drive proactive interventions

• Ability to work independently in a remote environment while collaborating effectively across global teams. This role operates primarily during Mexico City business hours with occasional flexibility for customer calls in other time zones

• Proficiency with CRM platforms (Salesforce preferred) and customer success tools

• Fluent professional English (written and verbal) with ability to explain complex technical concepts clearly and confidently to diverse audiences

Preferred Qualifications:

• Professional proficiency in Spanish in addition to English. While English is the primary business language today, Spanish fluency will be valuable as we expand our Latin American customer base

• Experience in sports, media, broadcast, or content management industries

• Familiarity with media asset management (MAM/DAM), video workflow technologies, metadata standards, video codecs, and content delivery networks

• Experience with customer success platforms (Gainsight, ChurnZero, Totango) and project management tools , Azure DevOps) preferred

• Technical aptitude with ability to understand and discuss API integrations, cloud infrastructure concepts, system configurations, and troubleshoot basic technical issues independently.

• Project Managers, Product Managers, Business Analyst could work for this position.

You thrive when: You're customer-obsessed, technically curious, data-driven, and proactive in anticipating customer needs and driving strategic outcomes.

Why Join Reuters Imagen?

• Work with world-class sports and media organizations including the IOC, FIFA, MLB, NBA, Premier League, and more

• Be part of the trusted Thomson Reuters organization with a collaborative culture that values work-life balance, professional development, and innovation

• Opportunity to make substantial contributions to customer experience evolution and platform adoption

• Exposure to cutting-edge media technology, cloud-native solutions, and AI-powered innovation with encouragement to leverage AI tools to enhance your customer success work

• Competitive compensation, benefits, and opportunities for career growth within a global organization

What's in it For You?

• 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.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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