Lead Customer Success Operations - AEM
Thomson Reuters
8 - 12 years
Bengaluru, Puri
Posted: 4/16/2025
Job Description
We are seeking a detail-oriented Lead Customer Success Operations to join our AEM Commercial Excellence team. In this role, you will provide operational support to Customer Success / CRM functions across the AEM region, focusing on renewals, retention, customer health monitoring, and lead management processes. Reporting to the Director of CS Operations, you will support data-informed decision making and operational excellence.
About the Role:
In this role as a Lead Customer Success Operations-AEM, you will:
Metrics & Analytics: Support processes to capture, analyze, and present meaningful insights from Customer Success metrics.
Operational Cadence: Support CS Director in regular CS operational rhythms (biweekly, monthly, quarterly) by providing key performance indicators including risk assessments, customer health scores, and retention rates.
Forecasting & Planning: Deliver accurate risk and retention forecasts to support AEM CRM/CSMs in customer retention strategies and lead generation campaigns.
Reporting & Dashboards: Generate and maintain comprehensive data reports using CS tools and Gainsight to drive strategic decision making
About You:
You’re a fit for the role of Lead Customer Success Operations-AEM if your background includes:
Bachelor’s degree required; Master’s degree preferred.
8 - 12 years of experience supporting Sales, Customer Success, or Professional Services operations and reporting.
The role requires the candidate to work from 8 am IST- 5 pm IST.
Strong working knowledge of Salesforce and/or Gainsight CRM platforms.
Advanced proficiency in Microsoft Excel for data analysis and reporting.
Experience creating self-service dashboards using BI tools and/or Excel.
Exceptional analytical and problem-solving skills with ability to translate complex data into actionable insights.
Outstanding organizational skills with meticulous attention to detail and ability to network across different functions/teams.
Confident presentation abilities for both virtual and in-person meetings with small to medium-sized groups.
Working knowledge of Tableau, PowerBI, or Alteryx will be an added advantage.
Exposure to customer retention strategies and metrics.
Background in SaaS or subscription-based business models
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What’s in it For You?
Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:
Industry-Leading 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.
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, and hybrid model, 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 skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.
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.
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.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
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 that celebrate diversity and inclusion. 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.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.
About Company
Thomson Reuters is a global leader in providing intelligent information for businesses and professionals. Headquartered in Toronto, Canada, and with operations worldwide, it offers a wide range of services, including data analytics, news, legal, tax, accounting, and financial solutions. Thomson Reuters serves a variety of industries, including financial markets, law, and media. It combines technology, data, and expertise to deliver actionable insights that help professionals make informed decisions. The company is known for its trusted brands such as Reuters News, Westlaw, and Eikon.
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