Digital Customer Success Specialist - Onboarding

Thomson Reuters is seeking a proactive, data-driven Digital Customer Success Specialist - Onboarding to join their Legal Customer Success team. This role involves designing and delivering onboarding programs, collaborating with cross-functional teams, and utilizing customer feedback to enhance product adoption and satisfaction. Responsibilities 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 Skills 1+ year(s) of customer-facing experience in Customer Success, Onboarding, Support, or Customer Education, preferably in B2B SaaS 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 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 Additional experience with digital customer success strongly preferred Experience with Gainsight strongly preferred Benefits 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. 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. 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 and belonging, flexibility, work-life balance, and more. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. Optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Company Overview Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets. It was founded in 2008, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship Thomson Reuters has a track record of offering H1B sponsorships, with 13 in 2025, 12 in 2024, 5 in 2023. Please note that this does not guarantee sponsorship for this specific role.