Customer Success Analyst

As a Customer Success Analyst, 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 may 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 US hours on a rotating schedule. Specific hours and rotation details will be discussed during the interview process.*

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.

Customer Success Analysts 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 CS Analysts 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.

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

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.

Join TRG Screen and unlock your potential in an environment where innovation thrives, opportunities abound, and your contributions make a difference. We are an equal opportunities employer. We recognise and value the power of diversity in our workplace and are committed to being an employer of choice for everyone. We welcome and encourage applicants from all backgrounds. All applications for employment are considered strictly on the basis of merit. At TRG Screen, we understand that diverse and inclusive teams are not just beneficial, they are essential to our success. We recognize that embracing diverse perspectives, backgrounds, and experiences fosters innovation, enhances problem-solving capabilities, and drives better business outcomes. By cultivating a culture of inclusion where every voice is heard and valued, we empower our world class teams to thrive, excel, and drive positive change. We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.

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