Digital Customer Success Specialist - Dubai

Thomson Reuters is currently seeking a Digital Customer Success Specialist to join its Legal Customer Success team. This role plays a critical part in enhancing digital engagement and driving customer value throughout the customer lifecycle. You’ll lead the development and execution of proactive digital strategies to boost product adoption and user success, all while aligning efforts with cross-functional teams.
Key Responsibilities:
• Develop scalable, digital-first initiatives that enhance customer adoption and value.
• Lead onboarding experiences using webinars, automated email flows, and digital touchpoints.
• Design nurturing campaigns with personalized messaging to support users at key moments.
• Leverage deep understanding of customer challenges to refine outreach strategies.
• Collaborate across departments like Customer Training, Marketing, and Customer Success to ensure consistent and impactful communications.
• Monitor customer usage data to detect and address churn risks through targeted interventions.
• Launch strategic customer engagement efforts via email, in-product notifications, or social media based on customer segments.
• Curate and integrate educational materials into your programs, identifying content gaps and providing feedback for improvement.
• Build and manage automated systems for tracking and communicating with at-risk customers.
What You’ll Bring:
• Minimum of 3 years of experience in customer-facing roles, preferably in B2B SaaS environments.
• Strong preference for candidates with digital customer success experience.
• Proficiency in customer communication platforms like Eloqua, Pendo, or Gainsight.
• Track record of creating and managing customer retention and satisfaction programs.
• A data-informed approach to decision-making with strong analytical skills.
• Ability to juggle multiple priorities while driving high-impact initiatives.
• Excellent communication and project management capabilities.
What’s in it for You?
• Flexible Work Options: Access to Flex My Way, including remote work for up to 8 weeks annually and strong support for work-life balance.
• Career Growth: “Grow My Way” program supports continuous learning and readiness for an AI-driven future.
• Robust Benefits: Competitive health, dental, and vision plans; 401(k) with match; paid time off; mental health days; Headspace subscription; and tuition reimbursement.
• Purpose-Driven Culture: Known globally for our inclusive, innovative, and high-performance workplace culture.
• Social Responsibility: Two paid volunteer days annually, along with opportunities for community engagement and ESG contributions.
• Meaningful Impact: Play a role in upholding truth, justice, and transparency by supporting professionals in legal, media, and government industries.
Compensation and Benefits (U.S.):
Thomson Reuters complies with pay transparency laws and discloses the base salary range for this role as $56,000 to $104,000, depending on experience, skills, and internal equity. Additional benefits may include an annual performance bonus, employee stock purchase options, insurance, retirement savings, wellness reimbursements, and more.
About Thomson Reuters:
As a global leader in information, software, and technology, Thomson Reuters empowers professionals across the legal, tax, compliance, media, and government sectors. With a global team of over 26,000 employees across 70+ countries, the company upholds its mission to support truth and transparency in an increasingly complex world.
Thomson Reuters is proud to be an Equal Opportunity Employer and a strong advocate for workplace inclusion. Reasonable accommodations are available for candidates with disabilities or sincerely held religious beliefs, in compliance with applicable laws.
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