Thomson Reuters · 2 weeks ago
Customer Success Manager - Digital Program
Ann Arbor, MI
Full-time
Hybrid
Mid, Senior Level
$91K/yr - $169K/yr
5+ years expThomson Reuters is a global leader in providing trusted content and technology solutions. The Digital Programs Customer Success Manager will design and implement scalable digital programs to enhance customer engagement and drive business outcomes across various product lines.
AdviceAnalyticsFinancial ServicesManagement ConsultingProfessional ServicesRisk ManagementSoftware
Responsibilities
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
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
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
Qualification
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
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. 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.
Market competitive health, dental, vision, disability, and life insurance programs
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
2026-01-03
Company data provided by crunchbase