Job Description

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.

Key Responsibilities

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

Required Qualifications

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

Preferred Qualifications

• 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

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