Customer Success Director (EMEA) - Workflows & Trading | London, UK

London Stock Exchange Group; London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Join a leading global financial markets infrastructure and data provider as a Customer Success Director in EMEA. You'll lead a dynamic team, shape customer experience, and drive value through effective strategies. Ideal candidates possess strong leadership skills, deep financial market knowledge, and a commitment to customer success.

Benefits

Healthcare

Retirement plans

Volunteering days

Wellbeing initiatives

Qualifications

• Proven people leadership experience with ability to mentor and develop talent.
• Understanding of how customer success drives value throughout the customer lifecycle.
• Deep knowledge of financial markets, especially Banking and Trading.

Responsibilities

• Lead and develop a high-performing Customer Success team.
• Drive adoption and retention strategies for customers.
• Collaborate with stakeholders to build client relationships and drive the voice of the customer.

Skills

Leadership

Customer Success

Strategic Development

Stakeholder Engagement

Change Management

Job description

Customer Success Director (EMEA) - Workflows & Trading

Director, Customer Success (EMEA) - Workflows & Trading

As a Director of Customer Success for EMEA, you'll lead a dynamic team of leaders and individual contributors, playing a pivotal role in shaping the retention and customer experience for LSEG's Workflows and Trading Business. Reporting directly to the Head of Customer Success, 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 Leaders and CSMs with deep industry expertise.
• Develop the CSM strategy for the proposition (KPIs, marketing, community, playbooks) and ensure execution of regional and global CSM programs.
• Partner with our Business Unit Leaders to align on retention, growth, and territory initiatives.
• 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 organization at the proposition, regional, and global levels.

Customer Advocate:

• Build strong client relationships to understand market needs and drive the voice of the customer internally for decision making.
• Collaborate with the wider Customer Success leadership team, product strategy, and sales enablement to ensure the voice of the customer aligns with retention campaigns and product strategy.
• Drive awareness of the Customer Success team and value proposition with clients.
• Participate in industry events for Clients and Customer Success, acting as a brand ambassador for LSEG and bringing trends back 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 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 for the Sales and Account Management leadership team and align on actions.
• Advise the EMEA Sales Leadership team on trends, risks, and opportunities across clients.

Success Metrics in Role:

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

Who are we looking for :

• Proven people leadership experience, with the ability to mentor and develop talent. Manager of managers experience is highly desirable.
• Experience in Customer Success or account management, with a strong understanding of how customer success drives value throughout the customer lifecycle.
• Ability to work collaboratively in a team environment and contribute to a world-class customer success function.
• Track record of exceeding retention, adoption, customer satisfaction, and growth targets.
• Strong understanding of customer needs and technology trends, with proven strategy development and execution skills.
• Innovative mindset, utilizing data to inform decisions, creative problem-solving abilities, and providing constructive feedback.
• Experience delivering regional work in a cross-functional capacity is an advantage.
• Deep knowledge of financial markets, especially Banking and Trading markets from a data vendor perspective.
• Exceptional stakeholder engagement skills, capable of influencing at all levels including C-Suite.
• Proficient in change management, guiding teams through transitions.
• Committed to a high-performance culture, setting ambitious goals and motivating teams across cultures and geographies.
• Excellent organizational skills, managing multiple priorities and projects.
• Strong performance management skills, including setting expectations, providing feedback, and supporting professional growth.

LSEG is a leading global financial markets infrastructure and data provider committed to driving financial stability, empowering economies, and enabling sustainable growth.

Our values of Integrity, Partnership, Excellence, and Change underpin our culture and guide our decisions and actions daily.

Joining us means being part of a diverse, collaborative, and innovative organization of 25,000 people across 65 countries. We value individuality and promote a culture of sustainability, supporting the transition to a greener economy and inclusive growth.

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

We are an equal opportunities employer, committed to non-discrimination and accommodating individual needs.

Please review our privacy notice to understand how we handle personal data.

For recruitment agencies, ensure candidates are aware of this privacy policy.

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