Digital Customer Success Specialist - Onboarding

Thomson Reuters is seeking a proactive, data-driven Digital Customer Success Specialist - Onboarding to join their Legal Customer Success team. This role involves designing and delivering onboarding programs, collaborating with cross-functional teams, and utilizing customer feedback to enhance product adoption and satisfaction.

Responsibilities

• Design and deliver proactive scaled onboarding programs for new customers through 1:1 and 1:Many solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions
• Collaborate with Product Marketing and CS leadership to personalize messaging by assigned segment or persona
• 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
• Capture customer feedback and translate insights into actionable improvements
• Monitor customer usage data to identify potential churn risks and proactively intervene
• Develop a strong understanding of available educational content and programs to curate as a part of scaled onboarding programs. Identify gaps and suggest new content as needed and provide feedback on existing content included in our on-demand learning libraries

Skills

• 1+ year(s) of customer-facing experience in Customer Success, Onboarding, Support, or Customer Education, preferably in B2B SaaS
• Excellent communicator and facilitator; able to guide both tactical users and senior leaders
• Strong technical troubleshooting skills, comfortable researching, problem-solving, and communicating complex topics clearly
• Experience using tools that manage customer communications at scale including email automation tools, in-product messaging, or other customer success tools
• 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
• Additional experience with digital customer success strongly preferred
• Experience with Gainsight 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. 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.
• Comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.
• 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; and access to Employee Stock Purchase Plan.

Company Overview

Company H1B Sponsorship