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 performan