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Thomson Reuters · 1 week ago

Digital Customer Success Specialist

Frisco, TX

Full-time

Hybrid

Mid Level

$58K/yr - $108K/yr

3+ years exp

Thomson Reuters is seeking a Digital Customer Success Specialist to join their Legal Customer Success team. This role involves building proactive digital experiences that enhance customer value and adoption, developing communication strategies, and collaborating cross-functionally to ensure effective customer engagement.

AdviceAnalyticsFinancial ServicesManagement ConsultingProfessional ServicesRisk ManagementSoftware

H1B Sponsor Likely

Responsibilities

Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions

Design and deliver onboarding programs for new customers through webinars and automated email sequences

Create automated and innovative adoption nurture campaigns that drive the right messages to the right customers at the right time

Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the strategy you build

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, Customer Training, and Marketing teams

Monitor customer usage data to identify potential churn risks and proactively intervene

Launch targeted customer engagement campaigns based on customer segments by leveraging email, in-product, social media, 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 included in our on-demand learning libraries

Create and manage automated processes to effectively forecast and communicate at-risk customers

Qualification

B2B SaaS experienceCustomer engagement programsEmail automation toolsData-driven problem-solvingProject management skillsCuriosityCommunication skillsCreativity

Required

3+ years of customer-facing experience on a GTM or Marketing 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

Data-driven approach to problem-solving and strong analytical skills

Ability to prioritize amongst numerous initiatives for maximum impact

Strong communication skills and the ability to evangelize your programs

Strong project management skills: ability to manage multiple projects simultaneously, prioritize tasks, meet deadlines

Curiosity, creativity, and the desire to experiment

Preferred

Additional experience with digital customer success strongly preferred

Experience with Gainsight, Eloqua, and Pendo strongly preferred

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

Glassdoor3.0

Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets.

Founded in 2008

Toronto, Ontario, CAN

10001+ employees

http://thomsonreuters.com

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)