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Customer Success Data Analyst
Thomson Reuters. Own and enhance customer health-scoring methodologies across the Reuters portfolio .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in data analytics and customer success, with a strong focus on developing insights that drive customer retention, adoption, and commercial growth. Proficient in utilizing business intelligence tools and methodologies to enhance reporting and analytics infrastructure.
Highest-signal resume keywords
Data AnalyticsCustomer Success AnalyticsSalesforce ReportingPower BICustomer Segmentation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisCustomer Engagement AnalysisCommercial Performance AnalysisReporting DevelopmentStatistical AnalysisData Quality AssuranceChurn-Risk ModelingSQLPythonCustomer Health-Scoring Frameworks
Soft Skills
Analytical ThinkingCommunication SkillsCollaborationStakeholder ManagementTime Management
Tools & Technologies
SalesforcePower BITableauMicrosoft ExcelGoogle SheetsAI-Enabled Analytics Tools
Industry Keywords
SaaSB2BCustomer-Focused Commercial EnvironmentVoice of CustomerSubscription ServicesMediaData ServicesCommercial Growth DiscussionsEditorial ContentInformation Services
Tech Stack
Tools & technologiesPythonSQLTableau
About the role
Key responsibilities & impact- Own and enhance customer health-scoring methodologies across the Reuters portfolio
- Analyze 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
- 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, Sales, senior stakeholders, and clients
- Translate customer data into recommendations supporting renewals, retention, adoption, expansion, and customer value realization
- Support Quarterly Business Reviews, Executive Business Reviews, renewal discussions, and customer meetings with data-driven insights
- Help customers understand content consumption and product-usage patterns and demonstrate Reuters product and service value
- Identify trends, anomalies, data patterns, and commercial signals; 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, dashboards, data management, activity tracking, and commercial analysis
- Ensure data quality across Customer Success reporting by investigating and resolving CRM, usage, engagement, and customer-record inconsistencies
- Collaborate with 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
- Work independently in a global, matrixed environment while managing priorities, stakeholder requests, and reporting deadlines
- Report to the Director of Customer & Sales Enablement and partner with Customer Success Managers, Sales, Editorial, Product, Data, Sales Enablement, and Commercial Policy & Operations teams
Requirements
What you’ll need- 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 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
- Experience developing reports, dashboards, customer scorecards, analytical models, and recurring performance reporting
- Strong analytical and critical-thinking ability, including interrogating assumptions, validating data, and identifying actionable findings
- Experience analyzing customer engagement, product usage, customer adoption, retention, and commercial performance data
- High attention to detail and commitment to data accuracy, consistency, completeness, and quality
- Ability to identify data issues, investigate root causes, and resolve them with relevant stakeholders
- Strong written and verbal English communication skills
- Ability to present complex data findings clearly 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: experience with customer health-scoring frameworks, engagement models, churn-risk models, customer segmentation, NPS, Voice of Customer, SQL, Python, Gainsight, Totango, QBRs, EBRs, renewals, account planning, commercial growth discussions, news/media/publishing/information services/financial information/B2B content, editorial content/data feeds/media products/subscriptions, AI-enabled analytics tools, PowerPoint, and cross-functional teams
Benefits
Comp & perks- Flexible hybrid working environment
- Flexible work arrangements, including work from anywhere for up to 8 weeks per year
- Continuous learning and skill development through Grow My Way programming
- Flexible vacation
- Two company-wide Mental Health Days off
- Access to the Headspace app
- Retirement savings
- Tuition reimbursement
- Employee incentive programs
- Resources for mental, physical, and financial wellbeing
- Two paid volunteer days off annually
- Opportunities to participate in pro-bono consulting projects and ESG initiatives
- Reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs