Digital Customer Success Specialist - Onboarding

We're looking for a proactive, data-driven Digital Customer Success Specialist - Onboarding to join our Legal Customer Success team and expand our reach and impact through scaled and digital customer success. You will work directly with customers to resolve questions, guide adoption, and improve their use of Thomson Reuters products. You will help manage a high volume of customers through digital touchpoints, 1:1 strategic guidance, and 1:Many engagements, partnering cross-functionally and leveraging automation to drive adoption, retention, and customer satisfaction. This is a great role for someone early in their Customer Success career who is excited to work directly with customers, build a strong technical foundation, deliver value through scalable programs, and grow alongside an innovative team.

About the Role

In the role of Digital Customer Success Specialist - Onboarding, you will:

• 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.

About You

You are a fit for the role of Digital Customer Success Specialist - Onboarding if you have:

• 1+ year(s) of customer-facing experience in Customer Success, Onboarding, Support, or Customer Education, preferably in B2B SaaS.

• Additional experience with digital customer success strongly preferred.

• 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. Experience with Gainsight 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-BS1

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.

In the United States, Thomson Reuters offers a 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. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: 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.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $58,100 USD - $107,900 USD. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

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.

Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at [email protected]. Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com