Senior Customer Success Manager - London Stock Exchange Group

Senior Customer Success Manager - London Stock Exchange GroupRole 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 and 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 whilst delivering outstanding account management and operational excellence. The role also plays a key part in delivering the LSEG''s Product Led, Client Centric strategy.

Responsibilities

Define and execute the customer success strategy aligned with business goals and strategy

Effectively engage with Sales and key partners across the business, to understand client and market dynamics, translating insights into actionable objectives

Drive a customer success culture through Operations and the wider organisation

Provide hands on leadership and mentoring, fostering a high-performance culture

Drive a culture of client-centricity, accountability, and continuous improvement

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

Improve advocacy by demonstrating value, building trust, and aligning solutions with client objectives

Ensure customer plans are regularly reviewed and updated to reflect evolving needs and priorities

Handle customer concerns with empathy and effectiveness

Develop and monitor client critical metrics such as client retention, client satisfaction, SLA adherence, issue resolution time, and defect resolution

Collaborate with Product, Compliance, and Technology teams to ensure client feedback informs roadmap and service improvements

Coordinate the implementation of tools and processes to scale client success operations effectively

Develop and implement a comprehensive client communication strategy to ensure timely, clear, and consistent operational updates and product/technology enhancements

Act as the internal champion for the voice of the customer, synthesising insights from client interactions, feedback, and surveys

Communicate customer needs, difficulties, and opportunities to senior leadership and product teams to advise strategic decisions

Drive continuous improvement initiatives based on customer insights and satisfaction trends

Ensure all client interactions and processes align with internal and regulatory frameworks

Ensure robust control oversight and governance across all customer success activities

Monitor adherence to internal policies and regulatory requirements, raising risks where appropriate

Required Skills and Experience

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 experience with the ability to inspire and scale teams

Strong client relationship management and partner engagement skills

Familiarity with reporting platforms, trade repositories, and regulatory technology (RegTech) solutions

Demonstrated success in improving customer experience and driving measurable outcomes

Data-driven mentality with experience using CRM and client success tools (e.g., Salesforce, Gainsight)

Desirable Qualifications

Experience working with buy-side and sell-side institutions, or within a regulatory reporting vendor or ARM/TR

Experience developing and implementing communication strategies in a regulated environment

Familiarity with reporting platforms, trade repositories, and RegTech solutions

Personal attributes

Client-Centric: Always puts the client''s needs and outcomes at the centre of decision-making

Strategic Problem solver: Able to see the big picture while managing the details

Resilient and Calm Under Pressure: Maintains composure in high-stakes or regulatory-driven environments

Collaborative Leader: Builds strong cross-functional relationships and cultivates team cohesion

Excellent Communicator: Clear, concise, and confident in both written and verbal communication

Analytical and insightful: Uses data to inform decisions and continuously improve performance

Proactive and Accountable: Takes ownership and drives initiatives forward with minimal oversight

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. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of 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.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) may hold about you, what it''s used for, and how it'' is obtained, your rights and how to contact us as a data subject.

Equality, diversity and inclusion are core to our values. We are committed to creating an inclusive environment for all ..... full job details .....