Customer Success Manager

Customer Success Manager (CSM) connects our most strategic clients to LSEG’s portfolio of GIACT business. This specialist plays a key role in ensuring our customers discover the full power of LSEG by implementing workflow solutions while continuously providing scalable yet adaptable mentorship.

The Specialist will maintain a portfolio of high value client partnerships as well as work closely with the CSM Director to elevate the customer experience. The role is comprised of relationship management, education, deep functional expertise and leading standard processes for customer success. Equal parts trusted advisor and roadmap architect, the CSM crafts and implements activities with key decision makers, assists in reducing risk of competition and finds opportunities in client relationships. By redesigning our client’s business through user adoption of our suite of solutions, the CSM

crafts the conditions for efficient renewal and upsell growth.

Role Responsibilities:

• Clearly define business outcomes and build a comprehensive success plan to include customer objectives, partners, achievements, risks and metrics needed to achieve them.
• Demonstrate and educate customers on content and technology in a manner that is tailored to their specific use-case.
• Lead management of usage data, health gauges and growth opportunities in order to build relevant insights and strategically pivot as needed.
• Timely LSEG business development partners (solution sales, Account Management, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
• Ensure customers derive maximum value from their investment, analyze all licenses and collaborate with other LSEG partner teams to ensure retention and growth.
• Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption
• Support key internal processes and look for areas of improvement and better execution.

Qualifications and skills: 

• 8+ years of frontline experience in customer success, account management or relationship management preferably within Risk and Compliance
• Execution focused with strong performance record, proactive, and positive.
• Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team), with success influencing other teams.
• Some travel required

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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