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

• The Team Leader, Digital Customer Success (Risk Intelligence) is responsible for leading a team of Digital Customer Success Managers focused on driving customer value, adoption, retention, and scalable engagement across the Risk Intelligence customer portfolio.
• The role combines people leadership, customer success strategy, operational excellence, and cross-functional collaboration to ensure customers achieve measurable business outcomes while maximizing product utilization and minimizing churn risk. The Team Leader serves as a coach, mentor, and strategic partner, creating a high-performing team culture while contributing to the broader Customer Success strategy.

Key Responsibilities

People Leadership & Team Development

• Lead, coach, and develop a team of Digital Customer Success Managers.
• Set clear performance expectations aligned with organizational objectives and customer success outcomes.
• Conduct regular 1:1 meetings, performance reviews, and career development discussions.
• Foster a culture of accountability, continuous learning, collaboration, and customer-centricity.
• Identify skill gaps and implement targeted development plans.
• Support talent succession planning and employee engagement initiatives.

Customer Retention & Growth

• Own team performance against retention, renewal, adoption, and customer engagement targets.
• Monitor customer health indicators and ensure proactive risk mitigation strategies are implemented.
• Drive execution of renewal readiness and churn prevention initiatives.
• Ensure the team effectively identifies opportunities to increase product adoption and customer value realization.
• Partner with Sales, Account Management, and Specialist teams to support expansion opportunities.

Customer Engagement Strategy

• Develop and execute scalable customer engagement programs tailored to Risk Intelligence customers.
• Ensure customers receive timely guidance, best practices, educational content, and success planning support.
• Drive digital-first customer success strategies that improve reach, efficiency, and customer outcomes.
• Monitor engagement effectiveness and continuously optimize customer journeys.

Operational Excellence

• Manage team performance through data-driven decision making and KPI management.
• Maintain accurate forecasting for retention risks and customer success initiatives.
• Ensure consistent usage of CRM, customer success platforms, and reporting tools.
• Identify operational inefficiencies and implement process improvements.
• Support strategic planning, territory management, and resource allocation activities.

Stakeholder Management

• Collaborate closely with Product, Marketing, Sales, Operations, and Customer Experience teams.
• Act as the voice of the customer by communicating customer feedback, trends, and improvement opportunities.
• Partner with senior leadership on strategic initiatives designed to improve customer outcomes and business performance.
• Contribute to organizational transformation and AI-enabled customer success initiatives.

WHAT YOU'LL BRING:

• Confirmed experience in customer success, preferably in data or SaaS environments.
• Strong leadership and coaching skills with a track record of building high-performing teams.
• Deep understanding of data workflows, client integration challenges, and value realization strategies.
• Analytical mentality with the ability to interpret usage data and translate it into actionable insights.
• Excellent communication and partner leadership skills across global teams.