Thomson Reuters · 2 weeks ago
Associate Digital Customer Success Manager
Ann Arbor, MI
Full-time
Hybrid
Entry, Mid Level
$56K/yr - $104K/yr
2+ years expThomson Reuters is a global provider of trusted content and technology that informs decision-making across various professional sectors. In the role of Associate Digital Customer Success Manager, you will execute digital customer success campaigns to enhance customer value and adoption, leveraging data-driven insights and collaborating cross-functionally to ensure effective engagement strategies.
AdviceAnalyticsFinancial ServicesManagement ConsultingProfessional ServicesRisk ManagementSoftware
Responsibilities
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
Qualification
Required
2–4 years' experience on a GTM or Customer Marketing, Digital Customer Success or Product Led Growth team in B2B SaaS
Experience using tools that manage customer communications at scale including email automation tools, in-product messaging, or other customer success tools
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
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
Preferred
Additional experience with digital customer success strongly preferred
Experience with Salesforce, Gainsight Journey Orchestrator, Eloqua, Microsoft 365 and Pendo strongly preferred
Comfortable with data and analytics tools like Excel, Power BI, Tableau a plus
Benefits
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.
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.
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.
Social Impact: Make an impact in your community with our Social Impact Institute.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.
Market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.
Competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.
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;
Access to Employee Stock Purchase Plan.
Company
Thomson Reuters
Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets.
10001+ employees
H1B Sponsorship
Thomson Reuters has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (5)
Funding
Current Stage
Public CompanyTotal Funding
unknown1995-11-20IPO
Leadership Team
Steve Hasker
President and CEO
Michael Eastwood
Chief Financial Officer
Recent News
Beyond Bylines
2026-01-11
2026-01-06
Company data provided by crunchbase