Job Description
Customer Success Specialist
Are you passionate about helping customers achieve their business goals while building trusted long-term partnerships?
Do you enjoy working closely with legal professionals, delivering strategic guidance, and driving customer success through adoption, retention, and growth? Join Thomson Reuters as a Customer Success Specialist and become a trusted advisor to our customers, helping them maximize the value of industry-leading legal solutions such as Westlaw, Practical Law, and LawnB.
As a Customer Success Specialist, you will be responsible for driving customer engagement, product adoption, and satisfaction across a portfolio of customers in Korea. You will serve as the primary point of contact, ensuring customers successfully onboard, realize value quickly, and achieve their strategic objectives. Working closely with Sales, Marketing, and Product teams, you will help customers deepen their usage of Thomson Reuters solutions while identifying opportunities for retention, expansion, and advocacy.
About the Role
In this opportunity as Customer Success Specialist, you will:
- Build Strategic Customer Relationships: Cultivate and maintain trusted partnerships with key stakeholders, serving as the primary point of contact for customer engagement and success.
- Develop and Execute Customer Success Plans: Design and implement tailored Customer Success Plans aligned to customer goals and business priorities, conducting regular check-ins and Quarterly Business Reviews (QBRs).
- Lead Customer Onboarding and Education: Guide customers through onboarding, training, and enablement programs to accelerate adoption and time to value.
- Drive Product Adoption and Customer Health: Monitor usage trends, analyze adoption metrics, and proactively identify opportunities to improve engagement, satisfaction, and business outcomes.
- Support Retention and Growth Strategies: Partner with Sales to support renewals and identify upsell and cross-sell opportunities that create additional value for customers.
- Champion the Voice of the Customer: Gather and communicate customer feedback to influence product enhancements, marketing initiatives, and customer experience improvements.
- Collaborate Across Functions: Work closely with Sales, Marketing, and Product teams to align customer success initiatives with broader business objectives.
About You
You’re a fit for the role of Customer Success Specialist if you have the following required qualifications:
- Bachelor's degree, preferably in Business, Law, or a related discipline.
- Proficiency in Korean language as this role requires primary communication in Korean with customers in South Korea.
- Minimum 3 years of experience in Customer Success, Account Management, Account Servicing, Relationship Management, or Sales roles.
- Proven ability to build and maintain strong relationships with multiple stakeholders across customer organizations and understand ways of working in South Korea.
- Experience developing and executing customer success or account plans aligned to customer business objectives.
- Ability to collaborate effectively across cross-functional teams and manage multiple priorities in a dynamic environment.
Additional preferred qualifications include:
- Experience working with legal, compliance, professional services, or information solutions customers.
- Experience managing software or subscription-based customer portfolios with renewal responsibilities.
- Familiarity with the Korean legal market and broader Asia business environment.
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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 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.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
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.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.