Customer Success Manager

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 communications. You 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.

• 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.

• 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 with Salesforce, Azure DevOps or Jira, and Monday.com.
• Ability to work independently in a remote, cross‑time‑zone environment.
• Fluent professional English, written and verbal.
• Proven experience using AI tools, such as C