Retention & Renewal Analytics – CS Lead

Thomson Reuters

. Lead retention and renewal operations and analytics within the Asia and Emerging Markets Customer Success Operations team .

Posted 11/12/2026full-timeBengaluru • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Operations with a strong focus on renewal and retention analytics, utilizing advanced tools and methodologies to drive revenue retention strategies. Proficient in translating complex data into actionable insights for senior stakeholders while managing multiple workstreams effectively.

Highest-signal resume keywords

Customer Success OperationsRenewal And Retention AnalyticsSalesforce ProficiencyPredictive ModellingStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Renewal ForecastingChurn Risk IdentificationARR/ACV MetricsFinancial ModellingCohort AnalysisSQLPythonData ExtractionScenario AnalysisBI Tools

Soft Skills

Excellent Communication SkillsAttention To DetailAbility To Manage Multiple Workstreams

Tools & Technologies

SalesforceGainsightTableauPower BIAI-Powered Analytics

Industry Keywords

SaaSSubscription-Based BusinessRevenue AccountingChurn PredictionGlobal SaaS Operations

Tech Stack

Tools & technologies

PythonSFDCSQLTableau

About the role

Key responsibilities & impact

Lead retention and renewal operations and analytics within the Asia and Emerging Markets Customer Success Operations team
Own operational and analytical frameworks for renewal forecasting, churn risk identification, and revenue retention strategy
Serve as the analytical backbone for Customer Success Managers and leadership, including the VP of Customer Success and CS Directors
Track renewal rates, ARR/ACV at risk, and on-time renewal performance across segments and regions
Publish CS key metrics regularly
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
Design and manage recurring retention dashboards and scorecards for weekly, monthly, and QBR reporting
Develop a programmatic approach for retention operations reporting using AI and automation tools
Lead post-churn or cancellation root cause analysis and provide recommendations to Product, CS, and Commercial teams
Partner with CS and Finance to refine renewal workflows, escalation triggers, and SLA frameworks in Gainsight and Salesforce
Translate analytical findings into executive narratives for QBRs, executive reporting, and business reviews
Collaborate with Sales Operations, Finance, and Product to align retention KPIs with go-to-market objectives
Report to the Director of CS Operations

Requirements

What you’ll need

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 GRR, NRR, churn rate, logo retention, and ARR/ACV metrics
Advanced proficiency in Salesforce (SFDC) and Customer Success platforms such as Gainsight, including 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 such as Tableau, Power BI, or equivalent
Strong statistical aptitude, including cohort analysis, funnel analysis, and basic predictive modelling
Excellent written and verbal communication skills in English
Ability to present data-driven narratives clearly and concisely to senior stakeholders
High attention to detail and ability to manage multiple workstreams in a fast-paced environment
Background in revenue accounting or finance, particularly 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 stakeholder management across Finance, Sales, and Product
Exposure to global or multi-regional SaaS operations and India-based delivery and GTM models
Working knowledge of SQL or Python for data extraction and analysis (preferred)
Familiarity with machine learning or propensity modelling frameworks applied to churn prediction (preferred)

Benefits

Comp & perks

Flexible hybrid working environment
Flexible work arrangements, including work from anywhere for up to 8 weeks per year
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 get involved with pro-bono consulting projects and ESG initiatives
Career development, continuous learning, and skills development through Grow My Way programming
Supportive workplace policies through Flex My Way
Reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs