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We are seeking a highly analytical Operations Lead to own forecasting, performance management, and operational reporting for the Asia and Emerging Markets (AEM) Customer Success function. This role is central to how CS leadership tracks, interprets, and acts on performance data. You will build the forecasting infrastructure, manage the CS reporting cadence, and develop frameworks for evaluating Customer Success Manager and team-level performance — enabling data-driven decisions at every level of the organization.
About the Role: In this opportunity as a CS Operations Lead – Forecasting & Reporting, you will be responsible for:
Retention & Expansion Forecasting: Build and maintain rolling forecasting models for retention and expansion ARR/ACV; integrate pipeline signals, customer health data, and historical trends to improve forecast accuracy.
CS Performance Metrics: Define, track, and report on Customer Success Manager and team-level KPIs including QBR completion rates, engagement activity, time-to-value, NPS, and expansion conversion rates.
Operational Reporting Cadence: Own the end-to-end reporting calendar — deliver bi-weekly, monthly, and quarterly performance packs to CS leadership with clear variance analysis and actionable commentary.
Dashboard Development: Design and maintain executive and operational dashboards in Gainsight, Salesforce, and BI platforms; ensure data is accurate, timely, and actionable.
Incentive & Quota Support: Partner with Finance and CS leadership to model Customer Success Manager quota structures, commission calculations, and performance-linked incentive programmes.
Forecast Process Improvement: Continuously refine forecasting methodology — conduct retrospective accuracy reviews and implement model improvements based on actuals-vs-forecast outcomes.
Business Review Support: Prepare data packages and analytical summaries for QBRs, executive operating reviews, and board-level CS reporting.
Operational Insights: Proactively surface performance trends, anomalies, and opportunities — connecting data patterns to strategic CS priorities.
About You You’re a fit for the role if your background includes:
8–12 years of experience in CS Operations, Revenue Operations, FP&A, or a related analytics function within a SaaS or subscription-based organization.
Demonstrated expertise in building retention and revenue forecasting models; strong understanding of ARR mechanics, NRR, and cohort-based forecasting.
Advanced proficiency in Salesforce (SFDC) and Gainsight for reporting, operational workflow management, and Customer Success Manager performance tracking.
Expert-level proficiency in Microsoft Excel or Google Sheets, including financial modelling, pivot analysis, and dynamic dashboard creation.
Hands-on experience with BI tools (Tableau, Power BI, Looker, or equivalent) for developing scalable, self-service reporting infrastructure.
Working knowledge of SQL for custom data extraction, report automation, and data validation across CRM and CS platforms.
Strong business acumen with the ability to connect operational metrics to revenue outcomes and customer success performance.
Excellent communication and data storytelling skills; proven ability to present complex analyses clearly and confidently to senior leadership.
Highly organized with demonstrated ability to manage competing priorities and meet tight reporting deadlines in a fast-paced environment.
Experience building automated reporting pipelines using Python, R, or workflow automation tools
Background in Financial Planning & Analysis (FP&A), particularly in SaaS metrics, subscription revenue modelling, and annual operating plan (AOP) cycles.
Familiarity with Customer Success compensation structures and quota-setting methodologies in a B2B SaaS context.
Experience with AI-assisted forecasting or anomaly detection tools integrated within CS or Revenue Operations workflows.
Prior experience in a global or multi-regional SaaS organization, with exposure to India-based CS Operations delivery models.
Demonstrated ability to influence cross-functional stakeholders (Finance, Sales, Product) through data-led communication and structured analytical storytelling.
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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.
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.
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Thomson Reuters is a global provider of technology solutions and industry content for professionals in finance, legal, tax, accounting, and corporate sectors. The company serves enterprises, financial institutions, and professional service firms with data, analytics, and software platforms.
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