Customer Success Manager

As a Customer Success Manager at Reuters News Agency, you will:

• Deliver product training, demos, and onboarding programs to drive user adoption across media client organizations, including personalized feature showcases, trial support, and hands-on training sessions that ensure all users are active and extracting maximum value.
• Conduct ongoing training sessions and feature demonstrations to showcase new functionalities, product updates, and best practices customized to each customer's specific workflows and use cases. This will be delivered to individual customers and our wider customer base through webinars.
• Analyze and monitor data related to content usage and account performance, especially for high-value and strategic accounts, working with the wider business to take timely action.
• Create key customer usage reports and consumption insights for both internal and external use.
• Support Account Managers with customer renewals, with particular focus on strategic accounts, prioritizing resources according to perceived risk, potential growth, strategic value and renewal timeframe.
• Work collaboratively with Sales Teams, Customer Support, and Marketing to facilitate seamless customer experiences, build testimonials and case studies and showcase customer success stories.
• Inform internal teams of customer needs by providing feedback about product issues and possible product enhancements to Product and Development teams.

• 5+ years’ experience in a customer success, account management, or training role within media, publishing, broadcasting, or B2B technology industries.
• Available for almost immediate start for fixed-term contract period with the ability to quickly onboard and absorb existing customer relationships and processes.
• Proven track record of delivering customer training programs and usage reports that drive adoption and demonstrate measurable value.
• Strong analytical skills with experience monitoring customer health metrics, usage data, and identifying trends that inform customer strategy.
• Excellent relationship‑building skills with the ability to work effectively with diverse stakeholders, from end users to C-level executives.
• Exceptional written and verbal communication skills, including the ability to present data insights, recommendations, and training materials clearly.
• Experience with CRM platforms, customer success tools, and data analytics to track engagement and measure outcomes.
• Understanding of media workflows, content management systems, or news/sports content is highly desirable.
• Proactive, solutions-oriented mindset with strong problem-solving capabilities and the ability to anticipate customer needs.
• Highly organized with the ability to manage multiple accounts, prioritize effectively, and balance competing priorities.
• Collaborative team player and self-starter with a customer-first approach and hands-on mentality.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The pay range that the employer in good faith reasonably expects to pay for this position is $34-39/hr USD.

Our optional benefits can include medical, dental, vision and retirement benefits.

Applications will be accepted on an ongoing basis.