The Customer Success Reporting and Insights Manager is a critical role responsible for developing, maintaining, and communicating data-driven insights that drive customer success and business outcomes. This role will partner closely with the Customer Success team and other stakeholders to understand their needs, identify opportunities for improvement, and deliver actionable reports and dashboards. The ideal candidate is a highly analytical and results-oriented individual with a passion for data and a proven ability to translate data into meaningful insights and communicate those insights effectively to all levels of the organization.
About the Role
In the role of Customer Success Reporting and Insights Manager, you will
Develop and maintain a comprehensive suite of reports and dashboards that track key customer success metrics, such as customer health, adoption, retention, and expansion.
Analyze customer data to identify trends, patterns, and opportunities for improvement in customer success strategies and tactics.
Partner with Customer Success leadership to define key performance indicators (KPIs) and develop reporting to track progress against goals.
Communicate insights and recommendations to Customer Success team members and leadership through presentations, reports, and dashboards.
Provide regular executive reporting on key customer success metrics and trends, highlighting actionable insights for leadership.
Collaborate with cross-functional teams, such as Sales, Commercial Excellence, and Product, to ensure alignment on customer success metrics and reporting.Actively work cross-functionally to source data and build the necessary reporting to support Customer Success initiatives.
Design and implement data collection and analysis processes to ensure data accuracy and integrity.
Identify and implement tools and technologies to improve data analysis and reporting capabilities.
Develop and maintain documentation for all reports and dashboards.
Proactively search for and identify opportunities to create new and insightful reports and analyses that can improve customer success outcomes.
Stay up-to-date on industry best practices in customer success reporting and analytics.
About You
You are a fit for the role of Customer Success Reporting and Insights Manager if your background includes:
Bachelor's degree in a related field, such as Business, Statistics, or Data Science. MBA preferred.
5+ years of experience in data analysis, reporting, or business intelligence, with a focus on customer success or related areas.
Demonstrated experience in working cross-functionally to gather data and build comprehensive reporting solutions.
Excellent communication and presentation skills, with the ability to explain complex data insights to a non-technical audience.
Strong problem-solving and analytical skills, with a proven ability to identify trends, patterns, and insights from data.
Ability to work independently and as part of a team in a fast-paced environment.
Strong organizational and time-management skills.
Strong proficiency in data analysis tools and techniques, such as SQL, Excel, and data visualization software (e.g., Tableau, Power BI).
Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet 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.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental... For full info follow application link.
As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
