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 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 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 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 for LSEG and bring trends back into the business to shape the organisation.  

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 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 the Sales and Account Management leadership team and align on actions to address.  

• 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 who is a seasoned mentor and coach equipped to cultivate, develop and identify talent. Manager of manager experience will also be highly desirable 

• 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 proven 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 Banking and Trading markets, especially from a data vendor perspective 

• Exceptional stakeholder 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 ambitious goals, and motivating teams to achieve excellence across diverse cultures & geographies. 

• Exceptional organisational skills, capable of managing multiple priorities and projects simultaneously. 

• Strong performance management skills, with the ability to set clear expectations, provide regular feedback, and support professional development.