Customer Success Manager

Location: China, Beijing, Beijing

As a Customer Success Manager at Thomson Reuters (TR), you will be the main partner for our customers after they choose our solutions. You will help them use our products fully, reach the goals they set for themselves, and get the most value from their investment. You will build lasting relationships, create success plans shaped around each customer, and make onboarding and training smooth and simple. You will also speak up for customers inside TR, bringing their feedback to the teams that shape our products. Your success will be measured by how quickly customers see their first results, how engaged they are, and how well they adopt new features.

Key Responsibilities

In this opportunity as a Customer Success Manager, you will:

Build Strong Customer Relationships: Develop and maintain lasting relationships with key stakeholders across your customer accounts. Serve as the main point of contact for customer questions and support needs.

Plan for Success: Design and carry out success plans tailored to each customer's goals. Hold regular check-ins and quarterly business reviews to measure progress and adjust plans as needed.

Guide Onboarding and Training: Walk new customers through onboarding so the transition is smooth and they start seeing value quickly. Plan and deliver training sessions and webinars on product features and best practices.

Monitor Usage and Adoption: Review how customers use our products to spot barriers to adoption, then design strategies to increase engagement. Track customer health indicators and adoption rates to keep product use strong.

Drive Retention and Growth: Work with the sales team on renewals and identify opportunities to expand or add solutions. Help customers refine and raise their goals so they keep finding value in our products over time.

Advocate for Customers: Gather customer feedback and share it to shape product development and marketing. Create customer success stories and case studies that show the value TR solutions bring.

Collaborate Across TR: Partner with sales, marketing, and product teams to align customer success work with business goals. Take part in strategic account planning and joint campaigns with key partners.

Required Qualifications

• You are an ideal fit for the Customer Success Manager role if your experience includes:
• Experience in customer success, account management, or another client-facing role.
• Strong relationship-building skills, with the ability to earn trust with a range of stakeholders, from day-to-day users to senior decision-makers.
• Clear written and verbal communication skills, including the ability to explain product value in simple terms and check that others understand.
• Experience planning and running customer onboarding, training, or education.
• Comfort reviewing usage or performance data and turning what you find into clear next steps.
• Strong organization skills, with the ability to manage multiple accounts and priorities at once.
• Willingness to work closely with sales, marketing, and product teams to share insights and reach shared goals.

Preferred Qualifications

• Experience renewing or expanding accounts, including spotting upselling and cross-selling opportunities.
• Experience with customer health tracking or product usage analytics.
• Experience creating case studies, success stories, or webinar content.
• Familiarity with professional markets such as legal, tax, accounting, or government.
• Experience using AI tools to work more efficiently and improve customer outcomes.

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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.

Additional Locations: China, Shanghai, Shanghai