Digital Customer Success Specialist

We're looking for a Digital Customer Success Specialist 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.

In the role of Digital Customer Success Specialist, 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.

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

• 3+ years of customer‑facing experience on a GTM or Marketing team in B2B SaaS.
• 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.
• Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention.
• 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.

• 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…