Manager, Customer Success - Investment Banking

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Manager, Customer Success - Investment Banking

Apply locations: GBR-London-5 Canada Square; time type: Full time; posted on: Posted Yesterday; job requisition id: R

Manager, Customer Success Investment Banking Northern Europe

As a Manager of the Customer Success Investment Banking Northern Europe Team, you'll lead a dynamic team of 10-15 individual contributors, playing a pivotal role in shaping retention and customer experience for LSEG's Workflows Investment Banking clients.

Reporting directly to the Head of Customer Success, AWB EMEA, you'll be an integral part of the EMEA Customer Success Leadership Team, where your insights and leadership will drive impactful strategies and elevate our customer success initiatives.

The successful candidate will focus on ensuring clients realize the full value of our platforms to achieve their business goals through the creation of success strategies that drive adoption, integration, and expansion.

Leadership Activities:

• Lead and develop a team of high-performing CSMs with deep industry expertise.
• Develop the CSM strategy for the IB proposition (KPIs, marketing, community, playbooks) and ensure execution of regional and global CSM programs.
• Create strategies to recruit diverse talent, onboard, and develop existing talent to achieve the Customer Success mandate and drive employee engagement.
• Develop a culture of customer success, accountability, and collaboration across key stakeholders: sales, customer operations, and product strategy.
• Collaborate with regional and global peers to share best practices and create community.
• Provide thought leadership to shape the CSM organization at the proposition, regional, and global levels.

Customer Advocate:

• Build strong client relationships to understand market needs and drive voice of the customer internally for all decision-making.
• Collaborate with the wider Customer Success leadership team, product strategy, and sales enablement to ensure the voice of the customer is aligned with retention campaigns and product strategy.
• Drive awareness of the Customer Success team and value proposition with clients.
• Participate in industry events for both clients and Customer Success, be a brand ambassador for LSEG, and bring trends back into the business to shape the organization.

Commercial Engagement:

• Partner with Sales and Account Management to ensure retention campaigns and talent are aligned to drive positive renewal outcomes.
• Collaborate with Sales and Customer Operations to ensure smooth handoffs in the customer journey for optimal renewal and expansion outcomes.
• Monitor and report on overall customer health, adoption metrics, renewals, expansion opportunities, and execution of Customer Success Plans.
• Collaborate with product strategy to ensure upgrade, migration, and adoption campaigns are launched and achieved.
• Identify opportunities/risks and areas of improvement to the Sales and Account Management leadership team and align on actions to address.

Success Metrics in Role:

• Retention
• Annual Subscription Value
• Revenue Growth
• Adoption KPIs
• Customer Satisfaction
• Employee Engagement
• Talent Development

Who are we looking for:

• People leadership experience as a seasoned mentor and coach, capable of nurturing, developing, and identifying talent. Manager of manager experience is a plus.
• Experience in Customer Success or account management, with a strong grasp of how customer success drives value throughout the customer lifecycle.
• Ability to work in a team-based, collaborative environment and a passion for creating a world-class customer success function.
• Consistent track record of exceeding retention, adoption, customer satisfaction, and growth targets.
• Understanding of customer needs and technology trends with the ability to develop and execute strategies.
• Innovative mindset, utilizing data to inform decisions, creative problem-solving, and providing constructive feedback.
• Experience delivering work from a regional perspective in cross-functional capacities is advantageous.
• Strong knowledge of financial markets, especially banking from a data vendor perspective.
• Exceptional team engagement skills, fostering alignment and collaboration across departments, with the ability to influence at all levels including C-Suite.
• Proficiency in change management, guiding teams through transitions and fostering adaptability.
• Commitment to high-performance culture, setting bold goals, and motivating teams across cultures and geographies.
• Excellent organizational skills, capable of managing multiple priorities and projects.
• Strong mentorship skills, setting expectations, providing feedback, and supporting professional growth.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is to drive financial stability, empower economies, and enable sustainable growth.

Our values of Integrity, Partnership, Excellence, and Change underpin our purpose and guide our actions.

Working with us means being part of a dynamic organization of 25,000 people across 65 countries. We value individuality and diversity, encouraging new ideas and supporting sustainability. Our role is to re-engineer the financial ecosystem for sustainable economic growth, supporting the transition to a greener economy and inclusive opportunities.

LSEG offers tailored benefits including healthcare, retirement plans, paid volunteering days, and wellbeing initiatives.

We are an equal opportunities employer, committed to non-discrimination and reasonable accommodations for applicants and employees.

Please review our privacy notice to understand how we handle personal data, your rights, and contact information.

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locations: GBR-London-5 Canada Square; time type: Full time; posted on: Posted Yesterday