Retention & Renewal Analytics – Customer Success Lead

Job Description

We are seeking a data-driven CS Operations professional to lead retention and renewal operations and analytics within the Asia and Emerging Markets (AEM) Customer Success Operations team. In this role, you will own the operational and analytical frameworks that underpin renewal forecasting, churn risk identification, and revenue retention operations strategy. Reporting to the Director of CS Operations, you will serve as the analytical backbone for Customer Success Managers and leadership — including VP of Customer Success and CS Directors — translating complex customer data into clear, actionable intelligence that drives measurable retention outcomes.

Key Responsibilities

• Renewal Pipeline Analytics: Own end-to-end analytics for the renewal pipeline — track renewal rates, ARR/ACV at risk, and on-time renewal performance across segments and regions; publish CS key metrics regularly.
• Churn & Contraction Modelling: Build and maintain predictive models to identify churn risk signals, contraction patterns, and at-risk cohorts; deliver proactive alerts to CS leadership and account teams.
• Retention Performance Reporting: Design and manage recurring retention dashboards and scorecards (weekly, monthly, QBR-level) surfacing retention metrics, win-back trends, and save-play effectiveness; leverage AI and automation tools to develop a programmatic approach for retention operations reporting.
• Root Cause Analysis: Lead post-churn or cancellation root cause analysis to identify systemic patterns; synthesise findings into actionable recommendations for Product, CS, and Commercial teams.
• Renewal Process Optimisation: Partner with CS and Finance to refine renewal workflows, escalation triggers, and SLA frameworks within tools like Gainsight and Salesforce.
• Executive Storytelling: Translate analytical findings into crisp executive narratives, supporting QBRs, exec-level reporting, and business reviews.
• Cross-Functional Collaboration: Work closely with Sales Ops, Finance, and Product to align retention KPIs with broader go-to-market objectives.

Required Qualifications
 

• 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.
• Strong statistical aptitude — comfortable with cohort analysis, funnel analysis, and basic predictive modelling techniques.
• Excellent written and verbal communication skills in English; 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.
• 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.

Preferred Qualifications

• Working knowledge of SQL or Python for data extraction and analysis; comfort with large datasets and data validation.
• Familiarity with machine learning or propensity modelling frameworks applied to churn prediction (e.g., logistic regression, gradient boosting).

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment 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.

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