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Customer Success Manager - Asia and Emerging Markets
Location: Hybrid – Manila, Philippines
We’re looking for a Digital Customer Success Manager to join our Legal Customer Success team to expand our reach and impact through Digital Customer Success. You will build proactive digital experiences that scale our ability to drive customer value and adoption through all phases of the customer journey. You’ll develop customer-centric communication strategies and have an appetite for experimenting with different tools and approaches.
About the Role
In this opportunity as Customer Success Manager, you will:
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.
About You
You're a fit for the role of Customer Success Manager if your background includes:
5+ years of customer-facing experience on a GTM team in B2B SaaS.
Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention.
Additional experience with digital customer success strongly preferred.
Experience using tools that manage customer communications at scale including email automation tools, in-product messaging, or other customer success tools. Experience with Gainsight, Eloqua, and Pendo strongly preferred.
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.
#LI-CS3
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.
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.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
Thomson Reuters Corporation
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