Customer Success Operations Analyst

Are you passionate about building lasting relationships and delivering exceptional value to clients? At Thomson Reuters, our Customer Success Team is the heart of our customer obsession, serving as strategic partners and advocates for our valued customers. This is accomplished by sharing product and solution information, addressing customer issues, renewing accounts, and helping the sales team identify upsells and cross-sells opportunities using CRM tools.  Playbooks and campaigns guide the Customer Success team to follow specific processes and tasks to help customers achieve their goals with our products, driving product adoption and Net Recurring Revenue.

About the Role:

In this opportunity as a Customer Success Operations Analyst, you will: 

• The CS Operations Analyst role exists to support the Customer Success function in the Legal Professional business and will be central how Commercial Excellence engages with our business stakeholders.
• As a data-driven function, Customer Success requires accurate, timely and unambiguous data.  This role will require a deep understanding of data related to product usage, customer commercial data and business process(es).
• You will provide support and/or own several key reporting functions, including:
  • Produce usage data, insights and forecasts
  • Gainsight activity and workflow reporting
  • Playbook and campaign effectiveness reporting
  • Usage KPIs
  • New sales reporting to track Sales to CSM account handoffs
  • Customer Support case reporting
  • Upcoming contract/customer renewal reporting
• You will help identify Customer pain points so that we understand where and why a playbook is needed, developing a deep understanding of the customer journey and use data to determine where/how to focus our CSM teams.
• You will partner with teams across the company to help create compelling playbooks and campaigns that drive customer satisfaction and net recurring revenue.
• The campaigns need to be backed with analytics-based reporting out of the CRM systems (Gainsight, Salesforce, Product Usage Dashboards).
• You will monitor what’s working and what is not working. You will deeply understand what is driving results and adjust playbooks and campaigns.
• You will work closely with Customer Success teams as one of their primary business partners.
• Adding the Tasks, resources, and instructions- Using our Customer Success platform you will ensure that all the playbook instructions and actions are loaded into the system so that the Customer Success teams have all the resources needed for each stage.
• Resolution of queries raised by our Customer Success Managers on topics related to account assignment, targets and renewal attainment.

About You:

You're a fit for the role of Customer Success Operations Analyst if your background includes:

• A minimum of 3-6+ years of experience in Sales Operations, Customer Success, Customer Service/Support functions.
• Understanding of Customer Journey and Customer Success/Renewal processes, with a curiosity that drives you to know more about our customers
• Understanding of interlinkage of Data from different systems (TMS, Salesforce, Gainsight, SAP)
• Able to set priorities to meet deadlines; develops plans to meet short-term objectives
• Applies a wide range of processes, policies, and standards in straightforward situations
• Implementation of CRM Reports & Dashboards
• Identifies and resolves standard technical and operational problems
• Decisions involve interpretation of data, planning own work, or refining the methods and techniques to be used

Desired Skills and Personal Attributes:

• Strong, clear communications skills—both written and verbal.
• Good presentation and project management skills.
• Good stakeholder management skills.
• Accurate & Responsive.
• Collaborative, solution-oriented problem-solver
• Proficiency in the use of CRM tools (Salesforce, Gainsight) required.
• Proficiency in MS Office 365 tools, especially Excel, required
• Proficiency in Alteryx or similar data engineering tools preferred

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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.

In the United States, Thomson Reuters offers a 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. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: 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.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations.

For any eligible US locations, unless otherwise noted, the base compensation range for this role is $72,100 - $133,900.

This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.
Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.


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.