Vice President of Retention Operations

The 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. 

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 for onboarding, retaining, and growing our customers  

Partner Operations

• Maximize partner effectiveness and productivity through optimized engagement models and enablement strategies that drive sales results. 
• Oversee partner program execution, compensation design, analytics, and business intelligence. 

Renewal Operations

• Transform renewal processes to improve efficiency, predictability, and retention performance. 
• Leverage data and automation to streamline workflows and enhance forecasting accuracy. 
• Align renewal strategies with pricing models, value delivery, and customer lifecycle insights. 
• Structure and communicate clear rules of engagement and operational policies across retention functions. 

About You

You’re a fit for the role if your background includes: 

• 15+ years of experience in customer success, partner management, renewals, or related operations. 
• Proven track record of leading strategic transformation and cross-functional alignment. 
• 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. 
• MBA preferred; four-year college degree required. 
• Business operations experience, primarily in the area of project management and implementing process improvements  
• Prior people leadership experience required  
• Experience using business analytics to determine root causes and identify solutions  
• Prior exposure to sales and client management environments and working directly with the sales and account management field and inside organization  
• Proven ability to build relationships and influence all levels within the organization  
• Proven ability to constructively collaborate across channels, functions and businesses  
• Proven ability to lead, manage and coach a team of high performing employees  
• Strong business acumen and ability to optimize operational sales channel performance  
• Experience reviewing work processes that are supporting goals and recommending appropriate more efficient/effective workflow solutions for attainment  
• Proven effective project management capability in a highly-matrixed, customer-centric organization  
• Resourceful, with ability and desire to find solutions where they are not obvious  
• What’s in it For You?

#Li-La

• 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.

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 $185,500 - $344,500. 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.

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.

Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at HR.Leave-Expert@thomsonreuters.com. Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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