Customer Success Manager at LSEG (London Stock Exchange Group)

Position Summary

• This is a post-sales role which drives commercial value creation through adoption of Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Customer Success Manager plays a key role in enhancing customer experience by leveraging a network of experts across LSEG and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end-users.

Role Responsibilities

• Drives Customer Value: Actively identifies opportunities to enhance customer outcomes and deliver measurable value for LSEG, including language-specific support initiatives.
• Operational Insight & Risk Awareness: Participates in regular reviews of renewal opportunities and operational dashboards to monitor account health and flag potential risks.
• Personal Engagement: Builds rapport across varied customer personas, tailoring communication and support to meet diverse needs.
• Needs-Based Solutioning: Coordinates with internal teams to align LSEG solutions with customer challenges, including workflow optimisation and shared mailbox best practices.
• Market Awareness: Considers regional market dynamics and customer feedback to inform engagement strategies.
• Internal Collaboration: Shares customer insights and feedback with product and account teams, contributing to Quarterly Connect presentations and strategic planning.
• Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences
• Provide access to the customer and act as ‘quarterback’ to ensure LSEG delivers on sales commitments
• Shepherd customers to support channels available as part of the value LSEG provides
• Develop and execute retention strategies as part of the customer success plan for accounts, in conjunction with Account Managers
• Identify and investigate opportunities to raise to Account Manager for action and share insights to aid the sales process

Qualifications and Experience Required

• Strong understanding of customers' business model
• Selling Skills (identify, develop, & articulate proposition/ consultative selling)
• Significant Product and Workflow Expertise  (e.g. knowledge of financial modeling, excel, MS Office); knowledge of trading floor tech/ data apps
• Strong customer service skills    
• Others: Presentation skills (verbal & written); Strong interpersonal skills; ability to organize and execute a sales plan; ability to use MIS systems
• Training or related experience preferred
• College/ university degree or relevant work experience equivalent required