Customer Success Analyst

Customer Success Manager

*Note: This role supports US-based clients and requires candidates to work core hours of 1:00 PM to 9:00 PM UK time.*

As a Customer Success Manager, you will work directly with customers to ensure they have realized maximum value from our platform. Working in partnership with Customer Care, Sales, Professional Services, and Managed Services teams, you will help our customers achieve business goals and program impact while driving retention and growth for TRG Screen.

You will be responsible for delivering an optimal customer experience, fostering positive customer outcomes, delivering proactive recommendations, and driving ongoing business impact. This role is ideal for candidates with customer-facing experience, analytics/data operations backgrounds, or strong analytical and problem-solving capabilities.

You will support both Financial segment customers (banks, asset managers, hedge funds, and other enterprise financial institutions) and Legal segment customers (law firms and legal services organizations), managing market data workflows, compliance requirements, data operations, and operational efficiency. You will amplify the voice of the customer internally by driving continuous feedback into cross-functional teams on ways we can better serve our customers.

*Note: This role supports US-based clients and requires candidates to work core hours of 1:00 PM to 9:00 PM UK time.*

Our mission is to help customers realize the full value of their TRG Screen investment by turning complex operational challenges into efficient, compliant, and scalable solutions. We partner with customers to reduce friction, improve visibility and adoption, and deliver measurable business value and ROI.

For our customers across both segments, this means helping transform manual, error-prone processes into streamlined, auditable systems that reduce risk, improve efficiency, and empower teams to focus on work that matters most.

CSMs develop a deep understanding of customer goals, identifying innovative solutions which align to desired platform outcomes. You will partner with customers to value realization to ensure customers are achieving their identified business outcomes.

When our customers realize success, TRG realizes success via high customer satisfaction, growth, and retention. Key areas of emphasis and success indicators for our CSMs include:

• Retention: Retain recurring revenue in customer portfolio while actively monitoring usage and compliance health to identify at-risk accounts early
• Positive Customer Experience: Build customer usage, adoption, and perceived ROI by delivering an optimized customer experience and proving value throughout the customer journey—with particular emphasis on operational efficiency and regulatory compliance
• Account Health & Risk Management: Monitor usage patterns, data quality, and contract compliance within customer portfolios. Proactively identify at-risk customers and execute on heal plays to retain the customer and improve overall account health. Drive expansion through upselling of adjacent workflows, not just feature adoption.
• *Note: This role supports US-based clients and requires candidates to work core hours of 1:00 PM to 9:00 PM UK time.*

• Proven track-record of helping customers drive sustained product adoption, customer satisfaction, and overall customer health
• Effective at establishing credibility and influencing executive and operational leadership within large enterprise organizations
• Skilled relationship builder who can develop trusted, multi-level relationships across key stakeholders (IT, operations, procurement, technical) within customer organizations
• Proven ability to proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals
• Understanding of the customer journey and experience serving as a strategic advisor in translating customers' goals into outcomes through ownership and execution of a customer success plan
• Ability to prioritize accounts to focus efforts based on perceived risk, potential growth, strategic value, and renewal timeframe
• Well-versed in communicating value and guiding customers to achieve their defined business objectives
• Ability to translate product functionality into business impact—comfortable discussing data lineage, accuracy, analytical validation and reporting with both technical and business stakeholders
• Can empathize with customers and stakeholders at all levels, with an ability to convert empathy into advocacy
• Ability to solve complex challenges independently and confidently
• Extensive experience leading effective and consistent customer Business Reviews based on defined rubric
• Strong written and verbal communication skills
• *Note: This role supports US-based clients and requires candidates to work core hours of 1:00 PM to 9:00 PM UK time.*

• Comfortable reviewing data and usage reports and explaining findings to customers
• Familiarity with AI-assisted tools (e.g., for account insights, meeting intelligence, or workflow automation) and comfort utilizing these tools in a daily workflow

• Background in mathematics, analytics, science, data operations, or related analytical fields preferred
• Experience working within complex, highly regulated markets
• Previous experience using CRM systems (e.g., Salesforce)

• Curiosity
• Bias for action
• Resiliency
• Strong time management skills
• Comfort with ambiguity in data-driven problem solving
• Strong analytical and quantitative thinking skills
• Comfortable adopting AI-assisted tools to increase productivity and focus more time on strategic customer conversations. We expect CSMs to integrate these tools into daily workflows.
• Travel 25% annually for strategic customer meetings and team offsites
• *Note: This role supports US-based clients and requires candidates to work core hours of 1:00 PM to 9:00 PM UK time.*

We're responsible for ensuring that clients have an amazing experience with TRG Screen. We are dedicated to every user's success and address challenges quickly and creatively.

We act as staunch advocates for our clients, including identifying and responding to diverse client use cases. We take pride in developing personal relationships with our users and our team.

We regularly support one another to ensure the success of our team and our clients. Our CSMs work across multiple segments and understand that our work directly impacts operational efficiency, compliance, and decision-making for some of the world's largest enterprises.