Customer Success Manager - Subscriptions
Posted 12 hours 1 minute ago by Refinitiv
At The Insurer, we help the world's leading insurance and reinsurance professionals make better decisions through trusted intelligence, market-leading journalism, and actionable data. As part of Reuters Professional, we combine the authority of a major news and information organisation with the specialist expertise The Insurer provides to senior decision-makers across the global insurance market. We are looking for a Customer Success Manager to help clients realise maximum value from their subscriptions, build lasting relationships, and drive engagement and retention.
This is a 1-year fixed-term contract. The role sits within a growing, market-leading business where you will contribute to customer retention, commercial success, and the ongoing growth of a globally recognised brand.
Role Overview- Support strategic customer trials and deliver tailored onboarding programs that drive adoption and convert prospects into engaged subscribers.
- Build strong relationships with a portfolio of clients, acting as a trusted advisor and ensuring they realise maximum value from their subscription.
- Monitor account health and platform usage, proactively identifying engagement opportunities, risks, and retention actions.
- Partner with Account Managers to support renewals, growth opportunities, and high-value customer relationships.
- Analyse and interpret usage data, providing actionable insights and client-ready reports that inform commercial conversations.
- Deliver engaging training sessions, webinars, and educational content to increase product knowledge and adoption.
- Gather and act on customer feedback to improve the client experience and strengthen long-term loyalty.
- Champion the voice of the customer across Product, Editorial, and Commercial teams to drive continuous improvement and customer success.
- Demonstrable experience in a customer success, client services, account management, or enablement role - ideally within B2B media, publishing, data, or SaaS.
- A genuine enthusiasm for helping clients get more value from products and a knack for turning uncertain users into confident ones.
- Strong written and verbal communication skills with the ability to adapt to different audiences, from individual users to senior stakeholders.
- A data-informed mindset: comfortable with usage dashboards, interpreting engagement data, and translating numbers into narrative.
- Experience using Salesforce or a similar CRM for logging activities and tracking client engagement.
- Strong organisational skills and high attention to detail; able to manage multiple priorities without lapses.
- Experience delivering training, presentations, or webinars and tailoring content to diverse audiences.
- Proactive, self-starting approach with the ability to identify issues early and propose solutions.
- Familiarity with the insurance or financial services industry is advantageous but not required; the ability to learn a specialist market quickly is key.
- Collaborative, cross-functional mindset; able to work effectively with sales, editorial, marketing, and ops teams, even without direct authority.
- Hybrid work model (2-3 days in the office per week, depending on role) with flexible arrangements.
- Career development and growth opportunities through a culture of continuous learning and skills-first development.
- Industry-wide benefits including flexible vacation, mental health days, access to wellbeing resources, retirement savings, and professional development support.
- A globally recognised employer with a culture that values inclusion, balance, and collaboration.
About Us Thomson Reuters informs the way forward by providing trusted content and technology to professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. We are an Equal Employment Opportunity employer and provide reasonable accommodations as required by law. More information on accommodations and about Thomson Reuters can be found on our website.