Senior Business Analyst, Customer Success

Join Thomson Reuters to lead a cross‑functional Customer Success program focused on improving Net Revenue Retention (NRR) across our businesses. You'll partner with General Managers and leaders in Data Science, Data Engineering, and Go‑to‑Market systems to translate strategy into measurable outcomes—and you'll use AI as a working companion to move faster and smarter.

About the role

In this role as a Senior Business Analyst, Customer Success, you will:

• Own the end‑to‑end Customer Success program to improve NRR, with clear quarterly targets, operating rhythms, and dashboards.

• Partner with General Managers to identify revenue retention levers (adoption, expansion, renewal risk) and convert business needs into scoped, testable functional requirements for Data Science, Data Engineering, and GTM systems.

• Drive cross‑functional execution across product, marketing, sales, CS, finance, and analytics; remove blockers and keep teams aligned on outcomes.

• Establish program governance: OKRs, milestone plans, RAID logs, risk mitigation, and executive readouts.

• Build AI‑enabled workflows (prompt libraries, copilots, automation) to accelerate analysis, requirements, documentation, and stakeholder communications.

• Hold team members and partners accountable through crisp commitments, stage gates, and data‑driven scorecards.

• Translate insights into action: run pilots, A/B tests, and post‑mortems; standardize wins for scale.

• Communicate program status, learnings, and business impact to executives and front‑line teams with clarity and brevity.

• Work Mode: Hybrid

• Shift Timing: 2 pm IST to 11 pm IST

About you

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

• 6+ years of program management experience in B2B SaaS or information/technology businesses, including direct work with Customer Success, Sales, Product, or GM/BU leadership.

• Proven track record improving NRR or adjacent metrics (gross retention, expansion, churn, adoption) through cross‑functional programs.

• Exceptional requirements skills: ability to elicit business needs and translate them into functional requirements and user stories for data science models, data engineering pipelines, and GTM systems (e.g., Salesforce, Gainsight, outreach/enablement tools).

• Strong understanding of data science and data engineering processes (model lifecycle, data quality, instrumentation, experimentation) and how to operationalize them with CS/GTM teams.

• High accountability and execution rigor; experienced in setting OKRs, managing dependencies, and driving on‑time delivery across multiple teams.

• Extremely comfortable using AI daily to boost productivity (analysis, writing, summarization, planning, automation); hands‑on with common copilots, LLMs, and analytics/BI.

• Excellent communication and stakeholder management skills—from exec‑level narratives to crisp working docs.

• BA/BS required, MBA or technical degree a plus.

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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.

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.

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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