CS Operations Lead – Territories, Segmentation

Thomson Reuters

CS Operations Lead responsible for territory design and customer segmentation for AEM at Thomson Reuters. Collaborating with leadership and ensuring data quality and customer insights through analytics.

Posted 7/7/2026full-timeBengaluru • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

AEMNumpyPandasPythonScikit-LearnSFDCSQLTableau

About the role

Key responsibilities & impact

Territory Design & Assignment: Develop and maintain territory assignment logic for CS teams across AEM
Customer Segmentation Models: Build and evolve multi-dimensional segmentation frameworks
Coverage Model Analysis: Partner with CS leadership to model optimal CSM-to-account ratios
Data Governance & Enrichment: Ensure account and contact data quality in Salesforce and CS Tool
Segmentation Impact Reporting: Measure and report on the effectiveness of segmentation and territory changes
Stakeholder Enablement: Translate complex segmentation logic into intuitive frameworks and documentation for CSMs, CS leadership, and cross-functional partners.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role)
Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities
Career Development and Growth: By fostering a culture of continuous learning and skill development
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.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.

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Hard Skills & Tools

Customer Health Scoring ModelsData BlendingSegmentation FrameworksAnalytical MindsetMachine Learning TechniquesExcel or Google SheetsBI Tools (Tableau, Power BI, Looker)Territory Assignment LogicAccount Hierarchy ManagementWorkflow Configuration

Soft Skills

Stakeholder ManagementInfluencing Without AuthorityExcellent Communication Skills