Associate Customer Success Manager

Associate Customer Success Manager - Canada

We are seeking a motivated and customer-focused Associate Customer Success Manager to join our team. In this role, you will leverage your strong business acumen and exceptional relationship management skills to partner with our customers, ensuring they achieve maximum value from our solutions.

You will play a key role in driving product adoption, educating customers on best practices, and monitoring key performance indicators to ensure success. By acting as a trusted advisor, you will help customers integrate our offerings seamlessly into their workflows, foster long-term engagement, and support overall growth.

About the Role

In this opportunity as Associate Customer Success Manager, you will: 

• Support at-risk customers by identifying barriers to product value and implementing tailored success plans.
• Drive post-sale adoption and usage through customer education, workflow optimization, and demonstrating ROI.
• Troubleshoot and resolve product issues, ensuring correct AI product selection and integration into customer processes.
• Proactively engage customers to maintain satisfaction, prevent churn, and strengthen long-term relationships.
• Monitor KPIs and customer health, taking corrective actions to improve outcomes and retention.
• Collaborate with account teams to align customer needs with Thomson Reuters solutions, supporting revenue growth.
• Maintain deep product and industry knowledge to act as a trusted advisor and deliver exceptional customer experiences.

About You

You're a fit for the role of Associate Customer Success Manager if your background includes:

• Proven experience in customer-facing roles, ideally within legal technology or SaaS environments.
• Exceptional communication and relationship-building skills, with the ability to deliver impactful product training and presentations.
• Strong collaboration skills, working effectively with internal teams to drive customer success.
• Detail-oriented and analytical, with experience tracking and reporting on key performance indicators.
• Proficient in remote training technologies (e.g., MS Teams, WebEx, Webcast) and comfortable with virtual engagement.
• Committed to providing accurate, timely guidance and ensuring positive customer experiences.

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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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