Senior Customer Success Manager

London Stock Exchange Group; City of Westminster; On-site; GBP 80,000 - 110,000; Full time

Job summary

A global financial markets provider in Westminster is looking for a Head of Customer Success to lead client engagement and retention strategies. The ideal candidate should have over 7 years of experience in customer success within financial services, strong leadership skills, and a data-driven approach. This role offers a strategic position in a firm committed to financial stability and growth.

Qualifications

• Proven leadership with the ability to inspire and scale teams.
• Understanding of regulatory reporting regimes (e.g., EMIR, MiFIR).
• Data-driven mentality with experience using CRM tools.

Responsibilities

• Define and execute the customer success strategy aligned with business goals.
• Build and maintain positive relationships with key clients.
• Develop and monitor key client metrics such as retention and satisfaction.

Skills

Customer relationship management

Leadership

Strategic problem-solving

Analytical skills

Education

7+ years in customer success or client services

Tools

Salesforce

Gainsight

Job description

Role profile: Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g., reconciliations, data solutions & regulatory reporting). Reporting to the Head of Operations of LSEG Regulatory Reporting Solutions, the Head of Customer Success is responsible for leading the client success strategy across our regulatory reporting solutions. This role ensures that clients receive outstanding support, achieving high client satisfaction, client retention, and delivering excellent account management and operational excellence. The role also plays a key part in delivering the LSEG's Product Led, Client Centric strategy.

Key Responsibilities

1. Leadership & Strategy
   • Define and execute the customer success strategy aligned with business goals and strategy.
   • Engage effectively with Sales and key partners to understand client and market dynamics, translating insights into actionable objectives.
   • Drive a customer success culture across Operations and the wider organisation.
   • Provide hands-on leadership and mentoring, fostering a high-performance culture.
   • Promote a culture of client-centricity, accountability, and continuous improvement.
2. Client Engagement & Retention
   • Build and maintain positive relationships with key clients, including C-level and senior partners.
   • Develop and maintain tailored Customer Success Plans based on direct interactions, usage data, and client feedback.
   • Proactively find opportunities to expand product usage and deepen client engagement.
   • Demonstrate value, build trust, and align solutions with client objectives to improve advocacy.
   • Ensure customer plans are regularly reviewed and updated to reflect evolving needs and priorities.
   • Handle customer concerns with empathy and effectiveness.
3. Operational Excellence
   • Develop and monitor key client metrics such as retention, satisfaction, SLA adherence, issue resolution, and defect resolution.
   • Collaborate with Product, Compliance, and Technology teams to ensure client feedback informs improvements.
   • Coordinate the implementation of tools and processes to scale client success operations.
   • Develop and implement a comprehensive client communication strategy for operational updates and product enhancements.
4. Voice of the Customer
   • Act as the internal champion for customer insights from interactions, feedback, and surveys.
   • Communicate customer needs and opportunities to senior leadership and product teams to inform strategic decisions.
   • Drive continuous improvement initiatives based on customer insights and satisfaction trends.
5. Regulatory & Operational Risk Management
   • Ensure all client interactions and processes comply with internal and regulatory frameworks.
   • Maintain robust control oversight and governance across all customer success activities.
   • Monitor adherence to policies and regulations, raising risks as appropriate.

Qualifications and Personal Attributes:

• 7+ years in customer success, client services, or regulatory operations within financial services.
• Understanding of regulatory reporting regimes (e.g., EMIR, MiFIR, SFTR, ASIC, CFTC, SEC) preferred.
• Proven leadership with the ability to inspire and scale teams.
• Strong client relationship management and partner engagement skills.
• Familiarity with reporting platforms, trade repositories, and RegTech solutions.
• Success in improving customer experience and driving measurable outcomes.
• Data-driven mentality with experience using CRM and client success tools (e.g., Salesforce, Gainsight).
• Experience working with buy-side and sell-side institutions, or within a regulatory reporting vendor or ARM/TR.
• Experience developing communication strategies in regulated environments.
• Personal attributes include client-centricity, strategic problem-solving, resilience, collaboration, excellent communication, analytical skills, proactivity, and accountability.

About LSEG:

LSEG is a leading global financial markets infrastructure and data provider committed to driving financial stability, empowering economies, and enabling sustainable growth. Our values—Integrity, Partnership, Excellence, and Change—guide our actions. We foster a diverse, inclusive, and innovative culture, supporting sustainability and responsible growth across our global operations.