Customer Success Manager - Digital Program

The 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.

About the Role

Programme Strategy & Execution :

Drive product adoption, customer engagement, retention, and advocacy using leveraging data and customer insights for effective digital and scale programs

Own and deliver scalable programs across the customer lifecycle (implementation, adoption, expansion, renewal, win-back) to drive customer and business outcomes.

Design and implement 1-to-many engagement models tailored to customer segments and 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 workstreams to execute programs.

Cross-Functional Influence & Collaboration :

Collaborate cross-functionally to execute programs and 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

Data, Insights & Innovation :

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.

About You

Required :

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.

Experienced 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, WalkMe).

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.

Preferred :

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.

#LI-BS1

What's in it For You?

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 knowledge to grow, lead, and thrive in an AI-enabled future.

Industry Competitive Benefits : We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Culture : Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values : Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

Social Impact : Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

Making a Real-World Impact : We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits : optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations.

For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $91,000 USD - $169,000 USD.

Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This is inclusive of both base pay and any target sales incentive.

About Us

Thomson Reuters informs the way forward by bringing together the 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 the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department atHR.Leave-Expert@thomsonreuters.com. Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

Learn more on how to protect yourself from fraudulent job postings here.

More information about Thomson Reuters can be found on thomsonreuters.com