Customer Success Manager

About the Role 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 will work proactively to ensure customers maximize the business value of the Imagen platform, identify expansion opportunities, and maintain strong health scores across your portfolio. Key Responsibilities Drive platform adoption and feature utilization through targeted training sessions, adoption demos, and enablement activities. 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. Lead cadence customer engagements including monthly check‑ins, quarterly business reviews, and strategic planning sessions. 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. 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. 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. Maintain accurate customer records, success plans, and engagement history in Salesforce while tracking 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. 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. 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. 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 (Monday.com, Azure DevOps). Technical aptitude with ability to understand and discuss API integrations, cloud infrastructure concepts, system configurations, and troubleshoot basic technical issues independently. Project Management, Product Management, Business Analysis, or related roles that could support this position. What’s in it for You Hybrid Work Model: Flexible hybrid environment with 2-3 days in the office per week. Flexibility & Work‑Life Balance: Policies designed to support personal and professional responsibilities, including up to 8 weeks of remote work per year. Career Development and Growth: Continuous learning and skill development culture. Industry Competitive Benefits: Flexible vacation, mental health days, Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and comprehensive wellness resources. Culture: Inclusion, belonging, flexibility, and strong core values focused on customers. Social Impact: Volunteer days off and ESG initiatives. Impactful Mission: Help partners uphold truth, transparency, and justice through trusted information. About Us Thomson Reuters informs the way forward by bringing together 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 data, intelligence, and solutions needed to make informed decisions. Metadata Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Industries: Technology, Information and Internet #J-18808-Ljbffr