Customer Success Data Analyst

Job Description

Reuters, part of Thomson Reuters, is seeking a highly analytical and customer-focused Customer Success Data Analyst to join the global Customer Success organization in India. This mid-senior individual contributor role will support the Reuters Connect and Reuters News Agency portfolio, helping customers realize measurable value from Reuters editorial content, data feeds, and media services.

The Customer Success Data Analyst will transform customer usage data, engagement signals, commercial information, and product health metrics into clear and actionable insights. This role goes beyond producing reports: it is responsible for identifying the story behind the data, diagnosing adoption and engagement challenges, surfacing commercial risks and opportunities, and enabling Customer Success and Sales teams to make informed retention and growth decisions.

Reporting to the Director of Customer & Sales Enablement, the successful candidate will partner closely with Customer Success Managers, Sales, Editorial, Product, Data, Sales Enablement, and Commercial Policy & Operations teams. The role requires strong critical thinking, advanced business intelligence and reporting skills, data-quality rigor, and the ability to communicate complex findings effectively to both internal stakeholders and clients.

Key Responsibilities

• Own and enhance customer health scoring methodologies across the Reuters portfolio, including defining metrics, developing models, and identifying early churn-risk indicators.
• Conduct in-depth analysis of individual accounts and customer segments to diagnose declining engagement, adoption gaps, underutilization, and commercial risk.
• Segment customers based on health, usage trends, engagement trajectory, commercial value, and expansion potential to support Customer Success and Sales prioritization.
• Analyze customer usage, product adoption, engagement, and commercial data to identify retention and growth opportunities.
• Develop and deliver reports, dashboards, scorecards, and insight-led narratives for Customer Success Managers, Sales teams, senior stakeholders, and clients.
• Translate customer data into clear and actionable recommendations that support renewals, retention, adoption, expansion, and customer value realization.
• Support Quarterly Business Reviews, Executive Business Reviews, renewal discussions, and customer meetings with tailored data-driven insights.
• Help customers understand their content consumption and product-usage patterns and demonstrate the business value of Reuters products and services.
• Identify trends, anomalies, data patterns, and commercial signals while applying critical thinking to validate findings before presenting conclusions.
• Support customer feedback, Voice of Customer, and customer-sentiment analysis initiatives.
• Partner with the Data team to build, improve, and maintain scalable reporting and analytics infrastructure.
• Use Salesforce and related tools for reporting, dashboard development, data management, customer activity tracking, and commercial analysis.
• Ensure data quality across Customer Success reporting by identifying, investigating, and resolving inconsistencies in CRM, usage, engagement, and customer-record data.
• Collaborate with internal data teams, vendors, and business stakeholders to ensure reporting data is accurate, complete, and reliable.
• Incorporate AI-enabled tools and automation into reporting and analysis workflows to improve efficiency, consistency, and analytical depth.
• Work independently in a global, matrixed environment while managing multiple priorities, stakeholder requests, and reporting deadlines.

Required Qualifications

• Bachelor's degree in Data Analytics, Business, Economics, Statistics, Data Science, Information Systems, Computer Science, or a related discipline.
• Four to six years of experience in data analytics, business intelligence, commercial analytics, customer success analytics, sales operations, or a related field.
• Experience working in a SaaS, B2B, technology, media, data services, subscription, or customer-focused commercial environment.
• Advanced proficiency in Microsoft Excel or Google Sheets, including complex reporting, analysis, modeling, and presentation of findings.
• Strong hands-on experience using Power BI, Tableau, or comparable business intelligence and data-visualization platforms.
• Hands-on Salesforce experience, including report creation, dashboard development, data management, activity tracking, and CRM data analysis.
• Demonstrated experience developing reports, dashboards, customer scorecards, analytical models, and recurring performance reporting.
• Strong analytical and critical-thinking ability, including the ability to interrogate assumptions, validate data, and identify actionable findings.
• Experience analyzing customer engagement, product usage, customer adoption, retention, and commercial performance data.
• High attention to detail and a strong commitment to data accuracy, consistency, completeness, and quality.
• Ability to identify data issues, investigate root causes, and work with relevant stakeholders to resolve them.
• Strong written and verbal English communication skills.
• Proven ability to present complex data findings clearly and confidently to non-technical audiences, including external clients.
• Strong collaboration, stakeholder-management, planning, prioritization, organization, and time-management skills.
• Ability to work effectively and independently in a globally distributed and matrixed organization.

Preferred Qualifications

• Experience developing or improving customer health-scoring frameworks, engagement models, churn-risk models, or customer segmentation methodologies.
• Experience with Net Promoter Score, Voice of Customer, customer-feedback programs, or customer-sentiment analysis.
• Working knowledge of SQL and/or Python for data extraction, transformation, data cleansing, analysis, and reporting automation.
• Familiarity with Customer Success platforms such as Gainsight, Totango, or similar customer-health and engagement tools.
• Experience supporting Quarterly Business Reviews, Executive Business Reviews, client renewals, account planning, or commercial growth discussions.
• Understanding of the news, media, publishing, information services, financial information, or B2B content industry.
• Experience analyzing how customers consume editorial content, data feeds, media products, or subscription-based services.
• Experience using AI-enabled tools for analytics, reporting automation, data analysis, or workflow improvement.
• Proficiency in Microsoft PowerPoint and the ability to develop executive-ready and client-facing presentations.
• Experience partnering with Customer Success, Sales, Product, Editorial, Data, and Commercial Operations teams.

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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.

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.