Manager, Customer Success

LSEG; Madrid; Hybrid; EUR 74,000 - 123,000; Full time

Benefits offered by this job

Hybrid working arrangements

Private healthcare

Pension contributions

Career development

Job summary

LSEG is seeking a Manager of the Trading Customer Success Team for Southern Europe. You will lead a 7–8 person team, shaping retention and customer experience for Trading Workflow clients and reporting to the Head of Customer Success, Sales & Trading EMEA.

You will drive adoption, integration, and expansion across the region. You will partner with sales, operations, and product strategy to build a high-impact CSM program, share best practices, and influence at the C‑Suite level while delivering

Qualifications

• Proven experience leading customer success teams and driving retention.
• Strong grasp of the customer lifecycle and value realization for complex platforms.
• Ability to develop and execute regional and global CSM programs.
• Experience in using data to inform decisions and improve outcomes.
• Comfort working with sales, operations, and product teams to align objectives.

Responsibilities

• Lead and develop a 7–8 person CSM team with trading industry expertise.
• Define and execute the CSM strategy for the Trading proposition, including KPIs and playbooks.
• Recruit, onboard, and grow talent; foster a high-performance culture.
• Collaborate across functions to drive retention campaigns and renewals.
• Monitor customer health, adoption, and expansion opportunities; report outcomes.

Skills

People leadership

Customer Success

Retention strategy

Data-driven decisions

Cross-functional collaboration

Mentorship

Job description

Manager, Customer Success, Multi-Asset Trading, Southern Europe

As a Manager of the Trading Customer Success Team for Southern Europe, you'll lead a dynamic team of 7-8 individual contributors, playing a pivotal role in shaping the retention and customer experience for LSEG’s Trading Workflow clients.

Reporting directly to the Head of Customer Success, Sales & Trading 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 realise 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 trading industry expertise.
• Develop the CSM strategyfor the Trading proposition(KPIs, marketing, community, playbooks) andensureexecution ofregional and global CSM programs.
• Create the strategy 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 organisation at the proposition, regional and global level.

Customer Advocate:

• Build strong client relationships to understand the 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 to 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 forLSEGand bring trends back into the business to shape the organisation.

Commercial Engagement:

• Partner with Sales and Account Managementto ensure retention campaigns and talent are aligned to drive positive renewal outcomes.
• Collaborate with Sales and Customer Operations to ensure smooth hand offs in customer journey for optimal renewal and expansion outcomes.
• Monitor and report on the 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 theSales and Account Management leadership teamand align on actions to address.

Success Metrics in Role:

• Usage
• Retention
• Annual Subscription Value
• RevenueGrowth
• Adoption KPIs
• CustomerSatisfaction
• EmployeeEngagement
• Talent Development

Who are we looking for:

• Candidates should have people leadership experience. We are looking for someone who is a seasoned mentor and coach equipped to nurture, develop and identify talent.
• 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 passion for contributing to the creation of a world-class customer success function.
• Consistent track record of exceeding retention, adoption, customer satisfaction, and growth targets.
• Demonstrated understanding of customer needs and technology trends with ability to develop strategy and execute.
• Innovator who utilises data to inform decisions, creative problem solver, and ability to give constructive feedback to drive results.
• Experience in delivering work from a regional perspective in a cross-functional capacity would be an advantage.
• Strong knowledge of the financial markets, with a deep understanding of the Trading workflow, especially from a data vendor perspective.
• Exceptional team member engagement skills, fostering alignment and collaboration across various departments to achieve common goals. You will have the power to influence the C‑Suite and connect effectively at all levels.
• Proficient in change management, adept at guiding teams through transitions and fostering a culture of adaptability.
• Committed to driving a high-performance culture, setting bold goals, and motivating teams to achieve excellence across diverse cultures & geographies.
• Exceptional organisational skills, capable of leading multiple priorities and projects simultaneously.
• Strong performance mentor skills, with the ability to set clear expectations, provide regular feedback, and support professional development.

Why Join Us?

We're proud to offer a working culture that supports growth, balance, and purpose:

• Hybrid and flexible working arrangements.
• Constant Learning: 90 Day Sales On-Boarding Program, E-learning platform, a range of workshops, access to real-time economic data.
• A welcoming, inclusive culture backed by Employee Networks.
• A competitive referral bonus program.
• Access to private healthcare, wellness support, and pension contributions.
• Professional development:Quarterly Connects to ensure you meet your Goals & Objectives.
• Paid volunteer time to support causes that matter to you.
• A team that values your input and supports your goals.
• We believe diversity makes us stronger. If you need reasonable accommodations during the application or interview process, please let us know - we're here to support you!

Career Stage:

Manager

Compensation Information:

LSEG is committed to offering competitive Compensation and Benefits. The anticipated annual gross base salary for this position is between 73,500 € - 122,500 €. Please be aware base salary ranges may vary by geographic location. In addition to our offered base salary, this role is eligible for a Sales Incentive Plan, aligned with the company policy. Individual salary will be reflective of job-related knowledge, skills and equivalent experience.

Benefits Information:

LSEG roles (excluding internships) are typically eligible for inclusion in our LSEG Benefits program. To view the benefits available for the role you’re applying for, please click here. This document provides a list of benefits by country. Simply click on the country where the role is based to view the relevant details. If you have specific questions or would like further details, these can be discussed during your interview.

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.

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.

Working with us is 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.