Thomson Reuters
CSOperationsLead–Retention&RenewalAnalytics
“CS Operations Lead – Retention & Renewal Analytics at Thomson Reuters. Skills: Retention analytics, Renewal operations, Customer Success Operations, Data analysis. Own renewal pipeline analytics. Build churn risk models”
What You'll Achieve.
Drive measurable retention outcomes; Publish CS key metrics regularly; Deliver proactive alerts; Surface retention metrics, win-back trends, and save-play; Refine renewal workflows, escalation triggers, and SLA frameworks; Align retention KPIs with broader go-to-market objectives
Industry & Context.
Analytical backbone; Translate complex customer data into clear, actionable intelligence; Root cause analysis; Synthesise findings into actionable recommendations; Statistical aptitude; Cohort analysis; Funnel analysis; Basic predictive modelling techniques
What They're Looking For.
Must Have
8–12 years of experience in Customer Success Operations, Revenue Operations, or a similar analytically focused role within a SaaS or subscription-based business, Proven expertise in renewal and retention operations and analytics, including Gross Retention Rate (GRR), Net Retention Rate (NRR), churn rate, logo retention, and ARR/ACV metrics, Advanced proficiency in Salesforce (SFDC) and Customer Success platforms such as Gainsight including experience building reports, dashboards, and customer lifecycle journeys, Expert-level proficiency in Microsoft Excel, including financial and data modelling, scenario analysis, and cohort/funnel analysis, Hands-on experience with BI tools (Tableau, Power BI, or equivalent) for self-service dashboard development and executive reporting, Working knowledge of SQL or Python for data extraction and comfort with large datasets and data validation, statistical aptitude — comfortable with cohort analysis, funnel analysis, and basic predictive modelling techniques, Excellent written and verbal communication skills in ability to present data-driven narratives clearly and concisely to senior stakeholders, High attention to detail with the ability to manage multiple workstreams simultaneously in a fast-paced environment
Nice to Have
Familiarity with machine learning or propensity modelling frameworks applied to churn prediction (e. g. , logistic regression, gradient boosting), Background in revenue accounting or finance, particularly for ARR reconciliation and SaaS metrics reporting, Exposure to Customer Success platforms such as Gainsight, Totango, ChurnZero, Planhat, or similar tools, Experience supporting or leading digital Customer Success or tech-touch retention programmes at scale, Hands-on experience with AI-powered analytics or automation solutions integrated within CS or CRM workflows, Demonstrated experience in stakeholder management across cross-functional teams including Finance, Sales, and Product, Exposure to global or multi-regional SaaS operations with an understanding of India-based delivery and GTM models
What You'll Do.
Own renewal pipeline analytics
Build churn risk models
Manage retention reporting
Lead root cause analysis
Optimise renewal processes
Translate analytical findings
Collaborate with Sales Ops
How You'll Work.
Team & Collaboration
Cross-functional collaboration with Sales Ops, Finance, and Product; Partner with CS and Finance; Work closely with Sales Ops, Finance, and Product; Stakeholder management across Finance, Sales, and Product
Communication Scope
Excellent written and verbal communication skills; Ability to present data-driven narratives clearly and concisely to senior stakeholders; Executive storytelling
Process & Methodology
Manage multiple workstreams simultaneously
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