Manager, Digital Programs Customer Success

We are looking for a Manager Digital Programs Customer Success to lead the design delivery and continuous improvement of scalable digital programs that help customers adopt expand and realize value across our portfolio of products.

This role blends team leadership with hands-on program execution. You will guide a small team or workstream coach others in digital-first practices and act as a multiplier for scale strategies. You will foster a culture of experimentation data-driven decision-making and customer-centricity enabling your team to deliver impactful outcomes through multichannel engagement.

Success requires navigating a complex matrixed environment working closely with multiple teams including: Product Marketing Commercial Excellence Operations & Technology Data & Analytics and Customer Success to orchestrate customer experiences that drive outcomes.

About the Role:

Leadership & Team Management

• Lead mentor and develop a team of digital customer success specialists or program owners.

• Establish clear priorities success metrics and workflows to drive consistency and accountability.

• Create a culture of experimentation data-driven decision-making and continuous improvement.

• Represent the digital success team in cross-functional forums; advocate for digital-first approaches across the organization.

Program Strategy & Execution

• Own scalable programs across the customer lifecycle: onboarding adoption expansion renewal.

• Design 1-to-many engagement models tailored to serve customer segments effectively.

• Oversee multi-channel campaignsincluding email in-app messaging community webinars and self-service resources.

• Collaborate cross-functionally with Product Marketing Sales Commercial Excellence Enablement and across Customer Success to align success programmes with customer lifecycle stages.

• Partner with Product teams to embed guided experiences usage-based nudges and seamless upgrade paths into our solutions.

• Drive experimentation and optimization through A/B testing feedback loops and analytics.

Portfolio & Matrix Collaboration

• Partner with stakeholders across the organization to ensure consistent customer experiences across a diverse product portfolio.

• Translate customer feedback into actionable insights for Product and Engineering roadmaps.

• Collaborate with cross-functional teams (Product Marketing Enablement Support Sales) to align customer-facing programs with strategic initiatives and launches.

• Serve as a connector across silos ensuring digital programs complement human-led engagements.

Data Insights & Innovation

• Monitor adoption health and engagement metrics across programs and products; proactively identify risks and opportunities.

• Apply AI and automation to personalize engagement predict customer needs and improve efficiency.

• Share performance results with leadership; recommend and implement improvements based on data.

About You

You are a fit for the role of Manager Digital Programs Customer Success if you have:

• 6 years in Digital and Scaled Programs Program Management or Customer Success with at least 2 years in a leadership or team lead role.

• Experience in B2B SaaS or content/platform companies with complex product portfolios.

• Proven success building scalable digital-first programs across multiple channels.

• Strong track record in matrixed organizations; able to influence without direct authority.

• Experience with customer success platforms (e.g. Gainsight Totango ChurnZero Salesforce) marketing automation (e.g. HubSpot Marketo Eloqua) and in-app engagement tools (e.g. Pendo WalkMe Appcues).

• Strong analytical and program management skills; able to prioritize and deliver results across competing initiatives leveraging data-driven decision-making.

• Excellent communication leadership and collaboration skills.

• Aptitude for adopting AI-driven engagement and automation tools.

Preferred Qualifications

• Experience leading teams through digital transformation or scaled engagement model rollouts.

• Background in supporting multiple industries with a portfolio of products.

• Familiarity with usage-based models freemium-to-paid conversions or trial-to-paid journeys.

• Background in legal risk tax or trade content industries is a plus.

• Bachelors degree in Business Technology or Communications is a plus.

LOCATION CDMX
To apply include your updated resume in English

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Whats in it For You

• Hybrid Work Model: Weve 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 tomorrows 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 and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.

• 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. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex/gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

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