Customer Success Manager – Digital Program

Digital Programs Customer Success Manager (DCSM) designs, delivers, and continuously improves scalable digital programs that drive customer adoption, expansion, and value realisation across a diverse product portfolio. This individual contributor role combines program strategy, design, and hands‑on execution, guiding virtual teams and influencing cross‑functional stakeholders to engage customers through digital and scale strategies. Success requires navigating a complex, matrixed environment and collaborating closely with teams including Sales, Product, Marketing, Commercial Excellence, Analytics, and Customer Success.

• Drive product adoption, customer engagement, retention, and advocacy using data and customer insights to power effective digital and scale programs.
• Own and deliver scalable programs across the customer lifecycle (implementation, adoption, expansion, renewal, win‑back) to drive business outcomes.
• Design and implement 1‑to‑many engagement models tailored to customer segments, leveraging multi‑channel campaigns (email, in‑app messaging, webinars, communities, self‑service resources).
• Experiment and optimize with A/B testing, feedback loops, and analytics.
• Innovate by piloting new digital motions, leveraging AI and automation.
• Establish priorities, success metrics, and KPIs for accountability and consistency.
• Lead, manage, and coach virtual pods or work streams to execute programs.

• Collaborate cross‑functionally to embed guided experiences, usage‑based nudges, and seamless upgrade paths into solutions.
• Translate data and customer feedback into insights for Product roadmaps.
• Influence without direct authority across teams, acting as a connector across silos.

• Monitor adoption, health and engagement metrics; proactively identify risks and opportunities.
• Apply AI and automation to personalize engagements, identify customer needs, and improve efficiency.
• Analyze campaign and program performance; iterate, improve, and communicate results.

• 5+ years in Customer Success, Program Management, Lifecycle Marketing, or Digital Success, with experience in B2B SaaS or content/platform companies.
• Proven success building scalable, digital‑first programs across multiple channels.
• Experience working in matrixed organizations; able to influence without direct authority, manage virtual teams, and foster collaboration.
• Skilled in customer success platforms (e.g. Gainsight, Salesforce), marketing automation (e.g. Marketo, Eloqua) and in‑app engagement tools (e.g. Pendo, Walk Me).
• Strong analytical, program management and change management skills; data‑driven decision‑making.
• Excellent communication, leadership, and collaboration skills.
• Aptitude for adopting AI‑driven engagement and automation tools.

• Background in supporting multiple industries with a portfolio of products.
• Experience in legal, risk, tax, or trade content industries.
• Bachelor’s degree in business, Technology, Marketing, or Communications.

• Hybrid work model: flexible 2‑3 days a week in the office, remote work up to 8 weeks per year.
• Flex My Way  policies for work‑life balance and personal responsibilities.
• Grow My Way  learning, skills‑first programs and AI‑enabled career development.
• Competitive benefits: flexible vacation, mental health days, Headspace, retirement savings, tuition reimbursement and more.
• Inclusive culture: award‑winning inclusion, belonging, flexibility and continuous learning.
• Social impact: volunteer days, ESG initiatives and pro‑bono consulting.

Thomson Reuters is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, gender expression, sexual orientation, national origin, disability, veteran status or any other protected status under applicable law.

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