Senior Business Analyst, Customer Success

Join Thomson Reuters to lead a crossfunctional 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 GotoMarket systems to translate strategy into measurable outcomesand 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 endtoend 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 crossfunctional 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 AIenabled 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 datadriven scorecards.
• Translate insights into action: run pilots, A/B tests, and postmortems; standardize wins for scale.
• Communicate program status, learnings, and business impact to executives and frontline teams with clarity and brevity.
• Work Mode: Hybrid
• Shift Timing: 2 pm IST to 11 pm IST

About you

Youre 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 crossfunctional 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 ontime delivery across multiple teams.
• Extremely comfortable using AI daily to boost productivity (analysis, writing, summarization, planning, automation); handson with common copilots, LLMs, and analytics/BI.
• Excellent communication and stakeholder management skillsfrom execlevel narratives to crisp working docs.
• BA/BS required, MBA or technical degree a plus.