Customer Success Reporting and Insights Manager

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).

#LI-BS1

What's in it For You?

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 $99,400 - $184,600.

This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.
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 job posting will close 04/17/2025.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

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 that celebrate diversity and inclusion. 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. 

Accessibility 

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 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/Affirmative Action 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.

Protect yourself from fraudulent job postings click here to know more.

More information about Thomson Reuters can be found on https://thomsonreuters.com.