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 a