Customer Success Manager, Reuters Imagen

To be our Customer Success Manager at Reuters Imagen, you will likely have:

• 3 to 5 years of experience in Customer Success, Account Management, or client-facing delivery in B2B SaaS or technology
• Strong project management skills: stakeholders, tasks, dependencies, governance, risk, and communications across concurrent deliveries
• Technical aptitude to understand system configuration, API integrations, and cloud infrastructure concepts, and to troubleshoot basic issues independently
• Demonstrated ability to deliver training and technical enablement to both technical and non-technical audiences
• Proficiency with Salesforce, Azure DevOps or Jira, and Monday.com
• Comfortable working independently in a remote, cross-timezone environment
• Fluent professional English, written and verbal
• Proven use of AI tools such as ChatGPT, Claude, or Copilot for research, communications, and workflow efficiency

• Experience owning software implementation or integration projects end to end, including migrations and third-party integrations
• Background in sports, media, broadcast, or content management
• Familiarity with MAM/DAM, video workflow technologies, metadata standards, and content delivery
• Understanding of cloud hosting (AWS, Azure), SSO, access control models, and API integration patterns
• Comfortable working in a Microsoft 365 environment including SharePoint, Power BI, Power Automate, and other standard business tools

• 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.

As a Customer Success Manager at Reuters Imagen, you'll own a portfolio of accounts and will be the first person those customers call when they need answers, guidance, or a problem solved.

Working as part of a cross-functional account team, you'll focus on the adoption, utilization, and ongoing success of every client you carry, owning the operational relationship from kickoff through to renewal. As client adoption grows, you'll play an key role in supporting the implementation of service expansion opportunities. You'll build strong platform knowledge and delivery experience across the accounts you touch, and you share what you learn with the team.

As Customer Success Manager for Reuters Imagen you will:

• Serve as the named owner and primary point of contact for a portfolio of assigned accounts, covering customer success, delivery, project management, and day to day client communications
• Build relationships with customer champions and administrators across diverse organizations
• Lead or co-lead the account cadence appropriate to each client as part of a cross-functional account team
• Own platform adoption and utilization, driving improvement through training, enablement, and proactive engagement
• Develop and maintain a current success plan for each account, capturing client goals, adoption state, risks, and next actions, monitoring account health and engagement patterns and act before issues escalate
• Own delivery execution on client implementations from kickoff through go-live and into ongoing operations, both for newly assigned clients and for existing accounts where an upsell or expansion requires implementation
• Define scope, goals, and deliverables using the Statement of Work as the scope management tool, planning and managing timelines, milestones, dependencies, and risk across concurrent deliveries
• Run kickoffs, user acceptance testing, training, and go-live support
• Configure and explain platform setup including metadata schemas, workflows, access controls, and user administration, guiding customers toward configuration-based solutions that serve their long-term needs
• Collaborate with broader commercial, product and engineering stakeholders to spot opportunities, identify expansion signals across your portfolio and pass them to the Account Manager with enough evidence to act on