Customer Success Manager

Summary

We are looking for a highly motivated and hard-working professional to join our Customer Success Team specializing in Real Time Solutions.

Customer Success Managers (CSMs) help clients realize value from LSEG solutions. In this role, you will support a defined book of customers using our LSEG Real Time solutions and guide them throughout their customer journey.

You will focus on growing adoption, supporting integration, and expanding use of our solutions within their enterprise workflows.

You will own Customer Value Plans and support the delivery of agreed outcomes. Through regular client engagement, you will build positive relationships with stakeholders to ensure a consistent and high quality customer experience.

You will work in close partnership with Account Managers and Sales Leaders to share insights on customer health, retention, and growth opportunities. You will also collaborate with Market Development and Customer Proposition teams to share customer feedback and support product alignment with customer needs.

Role Overview:

• Clearly define business outcomes and success plans to capture and track customer objectives, milestones, risks, and success metrics.

• Educate customers on how to use LSEG enterprise platforms, content, and technologies tailored to use-case needs.

• Monitor usage, account health, and growth opportunities to create actionable insights and strategically pivot as necessary.

• Seek out organic business expansion opportunities (up-sell / cross-sell) in collaboration with LSEG business development partners.

• Ensure customers derive maximum ROI from LSEG services and solutions, utilizing the full extent of their licenses/contracts.

• Build, maintain and leverage strong relationships with business decision makers and users within each account to gather customer intelligence and influence adoption.

Success Metrics:

• Effective customer onboarding and enablement activities.

• Strong, trusted relationships across customer organizations.

• Proactive management of retention risks.

• Contribution to account retention and growth in partnership with Sales.

• Participation in continuous improvement of the Customer Success function.

Skills & Experience:

• 3-5 years of commercial experience in B2B consultative selling/support, preferably in a SaaS company.

• Knowledge of financial content and the financial services industry.

• Confidence engaging with a broad range of roles from market data managers, developers, application owners, data scientists to c-level executives.

• Ability to map a customer’s business needs to product solutions.

• Comfortable working in a fast paced and evolving environment.

• Collaborative, proactive, and customer focused approach.

• Strong communication and presentation skills, with the ability to adjust messaging for different audiences.

• Ability to travel to customer sites when required.

• Bachelor’s degree required.

• Experience with real time infrastructure, market data workflows, cloud technologies, APIs and/or coding is an advantage.

Career Stage:

Senior Associate

Compensation/Benefits Information:

LSEG is committed to offering competitive Compensation and Benefits. The anticipated base salary for this position is $97,500 - $162,500.

Please be aware base salary ranges may vary by geographic location, city and state. In addition to our offered base salary, this role is eligible for our Variable Incentive Compensation plan. Target variable compensation will be commensurate with the posted career stage. Individual salary will be reflective of job related knowledge, skills and equivalent experience. LSEG roles (excluding internships and part-time roles of less than 20 hours per week) are typically eligible for inclusion in our LSEG Benefits program, which includes offerings of: Annual Wellness Allowance, Paid time-off, Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan, 401(K) Savings Plan and Company match. LSEG’s Benefits plan also includes basic life insurance, disability benefits, emergency backup dependent care, adoption assistance commuter assistance etc.

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

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

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.