Customer Success Manager

Thomson Reuters

. Own the operational relationship for a portfolio of client accounts from kickoff through renewal .

Posted 9/29/2026full-timeMexico City • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within B2B SaaS environments, with strong project management skills and technical aptitude for system configuration and API integrations. Proficient in utilizing Salesforce and Azure DevOps to manage client accounts and deliver training effectively.

Highest-signal resume keywords

Customer Success ManagementProject ManagementSalesforce ProficiencyAzure DevOps ExperienceTechnical Training Delivery

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementSystem ConfigurationAPI IntegrationCloud InfrastructureSoftware ImplementationTechnical EnablementData MonitoringAccount AuditingStakeholder ManagementDependency Management

Soft Skills

Communication SkillsProblem-SolvingCollaborationIndependenceAdaptability

Tools & Technologies

SalesforceAzure DevOpsJiraMonday.comMicrosoft 365Power BIPower AutomateAI Tools

Industry Keywords

B2B SaaSMedia Asset ManagementDigital Asset ManagementVideo Workflow TechnologiesContent DeliveryCloud HostingSingle Sign-OnAccess Control Models

Tech Stack

Tools & technologies

AWSAzureCloud

About the role

Key responsibilities & impact

Own the operational relationship for a portfolio of client accounts from kickoff through renewal
Serve as the primary point of contact for customers, supporting platform adoption, utilization, delivery, project management, and day-to-day communications
Guide clients through implementations, training, user acceptance testing, go-live, ongoing operations, renewals, and expansion opportunities
Collaborate with Account Management, DevOps, Delivery Engineering, Technical Pre-sales, Service Engineering, Product, Engineering, Commercial, and other internal teams
Create and maintain account success plans documenting client goals, adoption status, risks, and next actions
Track account health and engagement patterns and address potential issues before escalation
Own delivery execution for new implementations and expansion or upsell-related implementation work
Define scope, goals, and deliverables using Statements of Work; manage timelines, milestones, dependencies, risks, and communications
Track work items in Azure DevOps, coordinate with DevOps and Delivery Engineering, and manage budget and financial objectives
Run client kickoffs, user acceptance testing, training, and go-live support
Develop working knowledge of the Imagen platform, including user experience, metadata schemas, workflows, access controls, user administration, and configuration
Guide customers toward configuration-based solutions and engage specialist teams when appropriate
Monitor usage data for renewal risks and provide Account Managers with context and recommended approaches
Identify expansion signals and provide supporting information to Account Managers
Complete annual account audits and route findings to appropriate internal teams
Collect and share customer feedback with Product, Engineering, and Commercial teams
Maintain account records, success plans, and engagement history in Salesforce
Share platform guidance, best practices, and lessons learned; use AI tools to improve research, communications, and routine tasks

Requirements

What you’ll need

3 to 5 years of experience in Customer Success, Account Management, or client-facing delivery within B2B SaaS or technology environments
Strong project-management skills, including stakeholder management, task coordination, dependency management, governance, risk management, and communications across concurrent deliveries
Technical aptitude to understand system configuration, API integrations, and cloud-infrastructure concepts, as well as troubleshoot basic issues independently
Demonstrated ability to deliver training and technical enablement to technical and non-technical audiences
Proficiency with Salesforce, Azure DevOps or Jira, and Monday.com
Ability to work independently in a remote, cross-time-zone environment
Fluent professional English, written and verbal
Proven experience using AI tools, such as ChatGPT, Claude, or Copilot, for research, communications, and workflow efficiency
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 media asset management (MAM), digital asset management (DAM), video-workflow technologies, metadata standards, and content delivery
Understanding of cloud-hosting environments, including AWS and Azure; single sign-on (SSO); access-control models; and API-integration patterns
Experience working in a Microsoft 365 environment, including SharePoint, Power BI, Power Automate, and other standard business tools

Benefits

Comp & perks

Flexible hybrid working environment for office-based roles
Work from anywhere for up to 8 weeks per year
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Opportunities to get involved with pro-bono consulting projects and ESG initiatives
Career development and continuous learning through Grow My Way programming
Flexible work arrangements
Workplace inclusion and belonging initiatives