Customer Success Analyst

Join TRG Screen: Building World-Class Teams. One Expert at a Time. Are you ready to be part of a dynamic team at the forefront of subscription spend management innovation? At TRG Screen, we're not just redefining how organizations manage their subscription expenses – we're shaping the future of the industry. With cutting-edge solutions and a commitment to excellence, we empower businesses around the globe to optimize their subscription investments and drive sustainable growth.

TRG Screen is the leading provider of market data and subscription management technology and automation solutions, tailored to the unique needs of financial institutions and legal firms. Our integrated suite of solutions includes market data and subscription spend management, usage management, compliance reporting, and comprehensive managed services, which hundreds of clients worldwide use to remove cumbersome and inaccurate manual processes and gain control over market data and subscription costs at scale.

For more than 25 years, TRG Screen has enabled businesses who rely on market data to monitor and strategically manage spending and usage of data and information services, including market data, research, software licenses, consulting and other necessary corporate expenses. TRG Screen solutions give decision-makers full transparency into subscription spend and usage, enabling them to proactively manage subscription costs at scale, conduct more informed vendor negotiations, improve governance, and avoid unnecessary spending on these mission‑critical business services.

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. 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.

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.

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.
• 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.

REQUIRED SKILLS & CAPABILITIES

• 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.
• 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.

TECHNICAL FLUENCY

• Comfortable reviewing data and usage reports and explaining findings to customers.
• Familiarity with AI‑assisted tools and comfort utilizing these tools in a daily workflow.

BACKGROUND & EXPERIENCE (Preferred)

• 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).

CHARACTERISTICS

• 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.

Travel 25% annually for strategic customer meetings and team offsites.

ABOUT THE CUSTOMER SUCCESS TEAM

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.

Salary Range: £32,000 — £33,000 GBP.

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.

Privacy Notice for Applicants: TRG Screen is committed to protecting your privacy and handling your personal information responsibly. Information you provide during the recruitment process will be collected, processed, and stored in accordance with our Privacy Policy. We encourage all applicants to review our Privacy Policy to understand how we collect, use, and protect your personal data throughout the recruitment process.

Join TRG Screen and unlock your potential in an environment where innovation thrives, opportunities abound, and your contributions make a difference.