Digital Customer Success Manager at LSEG (London Stock Exchange Group)

Role Overview

• The Digital Customer Success Manager (DCSM) plays a meaningful role in delivering a differentiated, scalable customer experience that drives value realisation, adoption, and long‑term retention of LSEG Risk solutions.
• Operating at scale and supported by a network of internal experts, the DCSM partners with customers to ensure their business objectives are achieved through the effective integration of Risk solutions into the daily workflows of end users. This role blends digital‑first engagement with targeted, high‑impact customer interactions to improve product value and commercial outcomes.

Key Responsibilities
Customer Value & Adoption

• Drive commercial value through sustained adoption and utilisation of all Risk solutions purchased, supporting revenue retention and increased customer engagement.
• Ensure customers derive maximum value from their investment by promoting full licence usage and aligning solutions to business needs.
• Build, maintain, and use stronpositive relationships key decision‑makers and users to influence adoption and long‑term success.

Success Planning & Engagement

• Define clear customer business outcomes and devleop comprehensive success plans that outline objectives, achievements, risks, collaborators, and measurable success metrics.
• Educate and onboard new customers through tailored enablement, workflow‑based training, and role‑specific content aligned to customer use cases.
• Deliver a consistent, high‑quality customer experience through a combination of digital programs and targeted traditional CSM engagements.

Insights, Retention & Growth

• Supervise product usage, health indicators, customer sentiment, and the competitive landscape to proactively identify risks and develop retention strategies.
• Identify growth and expansion opportunities, generating leads.
• Collect customer intelligence, insights, and feedback accurately within CSM led tool that help achieve continuous improvement in client satisfaction.

Teamwork & Advocacy

• Collaborate optimally with internal partners across Sales, Product, Operations, and Support to ensure a joined‑up customer journey.
• Act as a trusted advisor, representing the voice of the customer internally and advocating for customer needs and priorities.

Qualifications & Experience
Essential

• Experience in customer engagement, success management, or strategic account support.
• Strong ability to facilitate customer meetings and present confidently to audiences in a clear, persuasive, and engaging manner.
• Proven problem‑solving skills with the ability to navigate complex customer environments.
• Ability to adapt and achieve in a fast‑paced, evolving market.
• Collaboration skills and experience working cross‑functionally.
• Executive‑level interpersonal skills with the ability to establish credibility and trusted‑advisor status.
• Proficiency in Microsoft Office tools.
• Proven learning perspective, proactive approach, and strong customer‑centric mentality.

Desirable

• Financial and Risk industry knowledge, particularly within AML, Financial Crime, and Regulatory Risk domains.
• Understanding of Client Screening, PEP Classification, Sanctions, and KYC due diligence processes.
• Ability to map customer business processes to product capabilities and articulate value clearly.

Deadline:22nd April,2026