CustomerSuccessManager

**Customer Success Manager - Asia and Emerging Markets** **Location:** Hybrid – Manila, Philippines We’re looking for a Digital Customer Success Manager 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. **About the Role** In this opportunity as Customer Success Manager, 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 communic