Vice President of Retention Operations

# **Our Privacy Statement & Cookie Policy**The position is hybrid in one of our hub locations: MSP/Toronto/Frisco/New York or Ann Arbor**About the Role**In this opportunity as**Vice President of Retention Operations**, you will drive:**Strategic Leadership*** Define and lead the enterprise-wide retention execution strategy in collaboration with Segment Presidents, Finance and senior executives.* Establish a unified operational vision that supports customer loyalty, partner engagement, and revenue retention.* Provide strong leadership to a team of ~25, developing a talent strategy that focuses on AI upskilling, high performance and industry best practices.* Executive accountability as the Enterprise Renewals Process Owner, establishing process re-engineering initiatives to modernize and ensure the health of TR’s renewals process.* Transform the existing Retention and Operations processes to be enabled by data and automated by systems workflows.* Work closely with all stakeholders and departments that directly and indirectly influence the success of the channels, such as Segments, Finance, Commercial Excellence, and O&T to ensure optimal engagement with business plans* Provide leadership to the Partner organization as the executive accountable for Partner operations, ensuring that Partner processes and tools are aligned with business goals and customer needs.**Customer Success Operations*** Lead the development and execution of scalable customer success programs focused on onboarding, retention, and growth.* Design and implement processes, playbooks, and health data management systems to enhance customer experience and outcomes.* Increase productivity and efficiency across Customer Success teams through strategic planning and operational support.* Customer Success Management (CSM) strategy, including renewals coverage modeling, process, and playbook design, customer health data management, and reporting* Build the process that supports our customer success strategy foronboarding, retaining, and growing our customersThe**Vice President of Retention Operations**is a strategic executive leader responsible for transforming the direction and establishing the broad strategy for retention operations across Thomson Reuters. This role partners with executive leadership teams across all business segments to drive alignment and operational excellence across three core areas:**Customer Success Operations**,**Partner Operations**, and**Renewal Operations**. Oversee partner program execution, compensation design, analytics, and business intelligence.You’re a fit for the role if your background includes:15+ years of experience in customer success, partner management, renewals, or related operations. Strong executive presence and ability to influence at all levels of the organization. Experience with SaaS or subscription-based business models and customer lifecycle management. Exceptional analytical, communication, and leadership skills. Business operations experience, primarily in the area of project management and implementing process improvementsPrior people leadership experience requiredExperience using business analytics to determine root causes and identify solutionsProven ability to build relationships and influence all levels within the organization Proven ability to constructively collaborate across channels, functions and businessesProven ability to lead, manage and coach a team of high performing employees Strong business acumen and ability to optimize operational sales channel performanceExperience reviewing work processes that are supporting goals and recommending appropriate more efficient/effective workflow solutions for attainmentResourceful, with ability and desire to find solutions where they are not obvious **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.**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. #J-18808-Ljbffr