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We're looking for a Business Analyst, Customer Success Analytics & AI to help Customer Success leaders make faster, better decisions through actionable insights—and to shape how we use AI and Digital Customer Success to scale. This individual contributor role in Customer Success Operations blends strategic leadership with hands-on analysis, partnering closely with CS data teams (BI, Reporting & Insights, Data Operations) and CS stakeholders to turn reporting into clear recommendations and measurable next steps.
About the RoleIn your capacity supporting Customer Success analytics and AI enablement:
Partner with CS leaders and cross-functional stakeholders to understand goals, pain points, and the decisions analytics must enable.
Translate ambiguous requests into clear analytics requirements (scope, definitions, KPI logic, acceptance criteria, and rollout plans).
Own a prioritized CS analytics/insights roadmap; manage timelines, dependencies, tradeoffs, and stakeholder communications.
Coordinate delivery across BI, Reporting & Insights, and Data Operations to ensure high-quality, adopted outputs.
Produce recurring and ad hoc insights across the CS lifecycle, including trend/driver analysis and executive-ready storytelling.
Deliver crisp recommendations and actions (not just dashboards), highlighting opportunities, risks, and measurable next steps.
Help define and execute Customer Success AI strategy: identify and prioritize AI use cases, size impact, assess feasibility/data readiness, and define measurement.
Support responsible AI practices in partnership with IT/Security (governance, access controls, adoption).
Build measurement and analytics frameworks to support Digital CS at scale (segmentation, funnel/journey views, play/program effectiveness, and capacity/coverage modeling).
Guide teammates on data best practices (data quality, governance, and reporting standards).
Clear, decision-ready insights that drive action across the CS lifecycle (not just reporting).
A well-managed, adopted analytics roadmap that improves CS prioritization and operational execution.
Scalable Digital CS measurement (segmentation, alerts/exception-based management, journey visibility, program effectiveness).
AI use cases delivered with defined value, governance, and measurable business outcomes.
Strong cross-functional alignment across CS leaders, BI/Insights, Data Operations, and IT/Security.
You are a fit for this role if you have:
4–8+ years in Business Analysis, CS Ops/RevOps, Strategy & Ops, analytics, or similar roles blending stakeholder leadership and data-driven decision support.
1–2+ years using AI-driven analytics platforms or ML tools to deliver actionable business insights.
Strong requirements gathering and stakeholder management skills; able to take problems from ambiguity to shipped deliverables.
Proven ability to translate data into executive-ready narratives, recommendations, tradeoffs, and action plans.
Analytical fluency: KPI design, segmentation/cohort analysis, driver analysis, funnel/journey thinking, and data quality awareness.
Comfort working with technical partners to validate metric logic and data definitions (warehouse/BI context).
Experience with AI/analytics tools such as Cursor, ThoughtSpot, DataRobot, H2O.ai (or similar).
Nice to have: experience supporting Customer Success motions (adoption/health, renewals/expansion, onboarding), digital CS programs (tech-touch, lifecycle orchestration), and hands-on SQL/Snowflake or Power BI/Tableau reporting; experience implementing AI-enabled workflows with measurement, governance, and change management.
Tools You'll Work WithSalesforce, Gong, Snowflake, Power BI, Tableau, Azure DevOps, Claude, ChatGPT, and additional Thomson Reuters AI tools within the Thomson Reuters ecosystem.
Estimated query cost:
$0.0093 USD
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Brittney ShortBS
We're looking for a Business Analyst, Customer Success Analytics & AI to help Customer Success leaders make faster, better decisions through actionable insights—and to shape how we use AI and Digital Customer Success to scale. This individual contributor role in Customer Success Operations blends strategic leadership with hands-on analysis, partnering closely with CS data teams (BI, Reporting & Insights, Data Operations) and CS stakeholders to turn reporting into clear recommendations and measurable next steps.
About the RoleIn your capacity supporting Customer Success analytics and AI enablement:
Partner with CS leaders and cross-functional stakeholders to understand goals, pain points, and the decisions analytics must enable.
Translate ambiguous requests into clear analytics requirements (scope, definitions, KPI logic, acceptance criteria, and rollout plans).
Own a prioritized CS analytics/insights roadmap; manage timelines, dependencies, tradeoffs, and stakeholder communications.
Coordinate delivery across BI, Reporting & Insights, and Data Operations to ensure high-quality, adopted outputs.
Produce recurring and ad hoc insights across the CS lifecycle, including trend/driver analysis and executive-ready storytelling.
Deliver crisp recommendations and actions (not just dashboards), highlighting opportunities, risks, and measurable next steps.
Help define and execute Customer Success AI strategy: identify and prioritize AI use cases, size impact, assess feasibility/data readiness, and define measurement.
Support responsible AI practices in partnership with IT/Security (governance, access controls, adoption).
Build measurement and analytics frameworks to support Digital CS at scale (segmentation, funnel/journey views, play/program effectiveness, and capacity/coverage modeling).
Guide teammates on data best practices (data quality, governance, and reporting standards).
Leverage tools including Salesforce, Gong, Snowflake, Power BI, Tableau, Azure DevOps, Claude, ChatGPT, and Thomson Reuters AI tools to analyze data, automate insight generation, and deliver scalable reporting and enablement.
Clear, decision-ready insights that drive action across the CS lifecycle (not just reporting).
A well-managed, adopted analytics roadmap that improves CS prioritization and operational execution.
Scalable Digital CS measurement (segmentation, alerts/exception-based management, journey visibility, program effectiveness).
AI use cases delivered with defined value, governance, and measurable business outcomes.
Strong cross-functional alignment across CS leaders, BI/Insights, Data Operations, and IT/Security.
You are a fit for this role if you have:
4–8+ years in Business Analysis, CS Ops/RevOps, Strategy & Ops, analytics, or similar roles blending stakeholder leadership and data-driven decision support.
1–2+ years using AI-driven analytics platforms or ML tools to deliver actionable business insights.
Strong requirements gathering and stakeholder management skills; able to take problems from ambiguity to shipped deliverables.
Proven ability to translate data into executive-ready narratives, recommendations, tradeoffs, and action plans.
Analytical fluency: KPI design, segmentation/cohort analysis, driver analysis, funnel/journey thinking, and data quality awareness.
Comfort working with technical partners to validate metric logic and data definitions (warehouse/BI context).
Experience with AI/analytics tools such as Cursor, ThoughtSpot, DataRobot, H2O.ai (or similar).
Preferred Experience with:
Supporting Customer Success motions (adoption/health, renewals/expansion, onboarding), digital CS programs (tech-touch, lifecycle orchestration), and hands-on SQL/Snowflake or Power BI/Tableau reporting; experience implementing AI-enabled workflows with measurement, governance, and change management.
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What’s in it For You?
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.
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 health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $74,200 USD - $137,800 USD. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. This job posting will close 04/30/2026.
About Us
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.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com
Who we are Thomson Reuters informs the way forward by delivering trusted content and technology that people and organizations need to make the... Read more