Associate Digital Customer Success Manager

As an Associate Digital Customer Success Manager
, you will be responsible for executing digital customer success campaigns and programs at scale to drive customer value and adoption across the post‑sales customer journey. You will leverage 1‑to‑many strategies, digital platforms, and data‑driven insights to drive customer engagement and adoption leading to retention and growth. This role is focused on execution, performance tracking, and continuous improvement, with opportunities to collaborate cross‑functionally and experiment with new approaches.

• Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions.
• Create automated and innovative nurture campaigns that drive the right messages to the right customers at the right time through channels including email, in‑app, community and customer‑facing teams.
• Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the programs you build.
• Experiment with and leverage tools including AI, automation, customer insights, data, and content to improve customer outcomes and drive innovation.
• Actively partner and align cross‑functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Marketing, Sales and Product teams.
• Monitor customer usage data to identify potential risks and proactively intervene.
• Launch targeted customer engagement campaigns based on customer segments by leveraging email, in‑product, webinars or other available methods for customer reach.
• Develop a strong understanding of available educational content and programs to curate as a part of scaled digital programs. Identify gaps and suggest new content as needed and provide feedback on existing content to support customer self‑service and learning.
• Track and optimise channel performance, engagement, and campaign effectiveness using analytics and reporting tools.

You are a fit for the role of Associate Digital Customer Success Manager if you have:

• 2–4 years’ experience on a GTM or Customer Marketing, Digital Customer Success or Product‑Led Growth team in B2B SaaS. Additional experience with digital customer success strongly preferred.
• Experience using tools that manage customer communications at scale including email automation tools, in‑product messaging, or other customer success tools. Experience with Salesforce, Gainsight Journey Orchestrator, Eloqua, Microsoft 365 and Pendo strongly preferred.
• Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention.
• Basic graphic design experience and familiarity with AI tools and prompts.
• Data‑driven approach to problem‑solving and strong analytical skills. Comfortable with data and analytics tools like Excel, Power BI, Tableau a plus.
• Strong communication skills and the ability to evangelise your programs.
• Project management skills: ability to manage multiple projects, prioritise tasks, and meet deadlines.
• Curiosity, creativity, and the desire to experiment.

#LI-BS1

• 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…