Customer Success Operations Lead - Territory Design and Segmentation

CS Operations Lead – Territories & Segmentation

We are looking for a strategic and detail-oriented Lead based in India to own territory design & customer segmentation for the Asia and Emerging Markets (AEM) Customer Success organization. Operating as part of CS Operations function within AEM Commercial excellence, you will build the frameworks that determine how customers are grouped, assigned, and monitored throughout their lifecycle. This role sits at the intersection of data science and CS Operations & strategy—your work will directly influence CSM capacity planning, customer coverage models, and early-warning intervention systems across global AEM accounts. You will collaborate closely with CS leadership and serve as the analytical backbone of the India-based CS Ops capability.

About the Role: 
In this opportunity as a CS Operations Lead – Territories & Segmentation, you will be responsible for:

• Territory Design & Assignment: Develop and maintain territory assignment logic for CS teams across AEM, incorporating ARR bands, product lines, industry verticals, and geographic considerations

• Customer Segmentation Models: Build and evolve multi-dimensional segmentation frameworks (by lifecycle stage, engagement tier, revenue potential, and strategic value) to enable differentiated CS coverage

• Coverage Model Analysis: Partner with CS leadership to model optimal CSM-to-account ratios, identify coverage gaps, and support capacity planning decisions during headcount planning cycles

• Data Governance & Enrichment: Ensure account and contact data quality in Salesforce and CS Tool; lead initiatives to enrich firmographic, technographic, and behavioural data within CS tools  for customer success interventions

• Segmentation Impact Reporting: Measure and report on the effectiveness of segmentation and territory changes—linking model adjustments to retention, expansion, and CSM productivity outcomes

• Stakeholder Enablement: Translate complex segmentation logic into intuitive frameworks and documentation for CSMs, CS leadership, and cross-functional partners

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

• 8–12 years of experience in CS Operations, Sales Operations, or Revenue Operations with a focus on segmentation, territory planning, or customer analytics

• Deep experience building and managing customer health scoring models in Gainsight or equivalent CS platforms

• Strong Salesforce proficiency—comfortable with account hierarchy management, custom objects, and workflow configuration and SFDC reports

• Demonstrated ability to design territory and coverage models at scale, ideally in a mid-to-large enterprise SaaS environment

• Advanced proficiency in Excel or Google Sheets; experience with data blending across multiple systems

• Familiarity with BI tools (Tableau, Power BI, Looker) for building segmentation dashboards and reporting

• Analytical mindset with comfort handling large, complex datasets and translating findings into strategic recommendations

• Strong stakeholder management skills; ability to influence without authority across CS, Sales, and Finance teams

• Excellent written and verbal English communication skills; comfortable presenting findings and recommendations to senior global stakeholders

• Proficiency in SQL/Snowflake for querying CRM and data warehouse sources

• Background in customer lifecycle marketing or digital engagement modeling

• Knowledge of machine learning techniques for clustering or classification applied to customer segmentation

• Exposure to CPQ or licensing systems for understanding account commercial structures

• Proficiency in Python (pandas, numpy, scikit-learn) for data processing, segmentation modeling, and automation of analytical workflows

• Prior experience supporting APAC or India-based enterprise accounts, with familiarity in regional commercial structures and customer engagement patterns

#LI-NG1

What’s in it For You?

• 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.

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.

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Experience Level

Senior Level