Associate Customer Success Manager

LSEG; Cape Town; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work

Inclusive culture

Referral bonus

Private healthcare

Pension contributions

Professional development

Volunteer days

Supportive team

Job summary

The Digital Customer Success Manager at London Stock Exchange Group focuses on post‑sales success, delivering a differentiated customer experience through digital and traditional CSM strategies for Risk solutions.

The role drives adoption, collaborates with internal teams, and builds trusted advisor relationships with business decision makers across accounts in a fast‑paced, global environment.

Qualifications

• University degree or relevant work experience equivalent.
• At least 1–2 years in customer success, customer relations, pre‑sales, or consulting.
• Strong Microsoft Office proficiency.
• Knowledge of KYC/AML due diligence is desirable.
• Financial & Risk industry knowledge including AML and customer business models.
• Ability to map customer processes to product capabilities.
• Strong collaboration with internal teams and executive stakeholders.
• Experience facilitating customer meetings and presenting concisely and convincingly.

Responsibilities

• Drive value through adoption of Risk solutions to achieve revenue, retention and engagement.
• Enhance customer experience by leveraging a network of LSEG experts to meet objectives.
• Define business outcomes and plan milestones, risks and metrics.
• Educate customers on product use with tailored workflows and content.
• Monitor usage and metrics to develop retention strategies.
• Identify growth opportunities and collaborate with sales.
• Provide customer insights to CRM and stakeholders.
• Ensure value realization, license compliance and cross-team coordination.
• Build relationships to influence adoption across accounts.

Skills

Customer success

Microsoft Office

Executive engagement

Problem solving

Relationship building

Education

University degree or equivalent

Tools

CRM systems

Job description

The Digital Customer Success Manager is a post‑sales role which provides customers with a differentiated customer experience through a combination of digital and traditional CSM strategies, helping them to realise the full value of our Risk solutions.

What You’ll Be Doing

Drive commercial value creation through adoption of all Risk solutions purchased by the customer to achieve revenue, retention and customer engagement.

Play a key role in enhancing customer experience by improving a network of experts across LSEG and ensuring customers’ business objectives are achieved though full utilization of solutions into the daily workflow of end‑users.

Clearly define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.

Educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to their specific use‑case.

Monitor usage, health gauges, competitive landscape and any other relevant data to develop a retention strategy.

Find leads and connects with sales to work on growth opportunities.

Bring in customer intelligence and feedback into the CRM system.

Ensure customers derive maximum value from their investment in LSEG services and solutions, apply all licenses and collaborate with other LSEG stakeholder teams to ensure retention and growth.

Build, maintain and demonstrate positive relationships with users within each account to influence adoption.

What You’ll Bring

University degree or relevant work experience equivalent.

At least 1-2 years of customer success/customer relationship experience, pre‑sales, or consulting role.

Strong Microsoft Office proficiency.

Client Screening, PEP Classification, Sanctions and KYC Due Diligence in‑depth knowledge desirable.

Financial & Risk industry knowledge required – AML, Financial Crime market understanding including a) basic understanding b) knowledge of relevant c) strong understanding of customers' business model.

Ability to map a customer’s business process to product capability.

Strong ability to collaborate with internal operational and account management teams.

Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers.

Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner.

Strong problem‑solving skills.

Ability to adapt and thrive in a fast‑paced environment and rapidly‑changing market.

Proactive and positive attitude that has a \"whatever it takes\" approach to increase customer happiness.

What We Offer

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

• Hybrid and flexible working arrangements.
• A welcoming, inclusive culture backed by Employee Networks.
• A competitive referral bonus program.
• Access to private healthcare, wellness support, and pension contributions.
• Professional development opportunities and learning resources.
• 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 have a disability or long‑term health condition and need reasonable accommodations during the application or interview process, please let us know - we're here to support you!

Career Stage

Senior Associate

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.