Customer Success Manager

## Customer Success ManagerApply: Hybrid: Mexico, Mexico City: Full time: Posted Today: End Date: October 30, 2026 (30 days left to apply): JREQ203851

Job Description
As a Customer Success Manager, Reuters Imagen, you will own the operational relationship for a portfolio of client accounts from kickoff through renewal. You will serve as the primary point of contact for customers, supporting platform adoption, utilization, delivery, project management, and day-to-day client will work as part of a cross-functional account team to guide clients through implementations, training, user acceptance testing, go-live, ongoing operations, renewals, and expansion opportunities. The role requires strong project-management capabilities, technical aptitude, and the ability to build effective relationships with technical and non-technical stakeholders.
You will develop strong knowledge of the Imagen platform, including front-end user experience and administrative configuration, and collaborate with Account Management, DevOps, Delivery Engineering, Technical Pre-sales, Service Engineering, Product, Engineering, Commercial, and other internal teams to support client outcomes.

Key Responsibilities
In this opportunity as a Customer Success Manager, Reuters Imagen, you will:
* Own Customer Relationships: Serve as the named owner and primary point of contact for an assigned portfolio of accounts, covering customer success, delivery, project management, and day-to-day client communications.
* Drive Platform Adoption and Utilization: Support client adoption through training, enablement, proactive engagement, and guidance on platform capabilities.
* Develop Account Success Plans: Create and maintain current success plans that document client goals, adoption status, risks, and next actions.
* Monitor Account Health: Track account health and engagement patterns, identifying and addressing potential issues before escalation.
* Manage Client Implementations: Own delivery execution from kickoff through go-live and ongoing operations for new client implementations, as well as expansion or upsell-related implementation work for existing accounts.
* Plan and Coordinate Project Delivery: Define scope, goals, and deliverables using the Statement of Work as the scope-management tool. Manage timelines, milestones, dependencies, risks, and communications across concurrent deliveries.
* Coordinate Cross-Functional Delivery: Track work items in Azure DevOps, coordinate with DevOps and Delivery Engineering, and manage budget and financial objectives.
* Lead Client-Facing Delivery Activities: Run client kickoffs, user acceptance testing, training, and go-live support.
* Build Platform Knowledge: Develop and maintain working knowledge of the Imagen platform, including front-end user experience, metadata schemas, workflows, access controls, user administration, and administrative configuration.
* Provide Configuration Guidance: Guide customers toward configuration-based solutions that support long-term platform needs. Identify situations that require specialist support and engage Technical Pre-sales, Service Engineering, or Product as appropriate.
* Support Retention and Commercial Opportunities: Monitor account health and usage data to identify renewal risks. Provide Account Managers with relevant context and recommended approaches ahead of renewals.
* Identify Expansion Opportunities: Recognize expansion signals across the assigned portfolio and provide Account Managers with sufficient supporting information to act.
* Conduct Account Audits: Complete annual account audits, documenting platform health, usage gaps, and opportunities, and routing findings to the appropriate internal team.
* Represent Customer Feedback: Collect and share customer feedback with Product, Engineering, and Commercial teams.
* Maintain Accurate Account Records: Keep account records, success plans, and engagement history current in Salesforce.
* Contribute to Operational Excellence: Share platform guidance, best practices, and lessons learned with the team. Use AI tools to improve the quality and efficiency of research, client communications, and routine tasks. Required QualificationsYou're a fit for the role of Customer Success Manager, Reuters Imagen if you have the following required

qualifications:
* 3 to 5 years of experience in Customer Success, Account Management, or client-facing delivery within B2B SaaS or technology environments.
* Strong project-management skills, including stakeholder management, task coordination, dependency management, governance, risk management, and communications across concurrent deliveries.
* Technical aptitude to understand system configuration, API integrations, and cloud-infrastructure concepts, as well as troubleshoot basic issues independently.
* Demonstrated ability to deliver training and technical enablement to technical and non-technical audiences.
* Proficiency wi