Customer Success Manager

The Customer Success Manager (CSM) connects LSEG’s strategic clients to the GIACT business, ensuring they fully leverage LSEG’s portfolio through workflow solutions and continuous mentorship. This Senior Specialist manages high-value client partnerships, collaborating with the CSM Director to elevate the customer experience. The role encompasses relationship management, education, deep functional expertise, and leading standard processes for customer success. As a trusted advisor and roadmap architect, the CSM designs and implements activities with key decision makers, reduces competitive risk, and identifies opportunities, ultimately driving efficient renewals and upsell growth through user adoption.

Must Have

• 8+ years of frontline experience in customer success, account management or relationship management
• Execution focused with strong performance record, proactive, and positive
• Excellent communication and presentation skills with ability to flex style depending on audience
• Success influencing other teams
• Detailed understanding of Giacts products and applicable use cases
• Ability to develop and grow executive level contacts at current clients
• Ability to develop strategies to effectively grow revenue
• Ability to identify and initiate new product sales opportunities
• Ability to develop a robust sales pipeline and meet monthly and quarterly quota goals
• Ability to conduct quarterly business reviews with current clients
• Ability to partner with sales to strategically plan growth
• Proactive advocacy for GIACT’s services with current clients
• Ability to handle service requests with current clients in an expeditious manner
• Ability to ensure Salesforce and other reports are updated timely and accurately
• Ability to leverage sales and data collection techniques to anticipate Client need
• Ability to create compelling value propositions for new products and services
• Ability to proactively manage the retention of current accounts
• Ability to consistently implement GIACT’s internal methodologies
• Ability to manage time wisely and efficiently
• Ability to collaborate internally with key GIACT Collaborators
• Ability to monitor, report upon, and manage transaction volume per account
• Ability to ensure new accounts are billed correctly and progress through integration
• Ability to leverage events, whitepapers, webinars to drive new sales
• Ability to participate in the planning and marketing of GIACT events
• Ability to attend tradeshows and other events
• Ability to actively assist/monitor the resolution of Client issues

Good to Have

• Experience preferably within Risk and Compliance

Perks & Benefits

• Healthcare
• Retirement planning
• Paid volunteering days
• Wellbeing initiatives
• Collaborative and creative culture
• Opportunities for new ideas
• Commitment to sustainability
• LSEG Foundation charitable grants
• Fundraising and volunteering opportunities

Position Summary:

Customer Success Manager (CSM) connects our most strategic clients to LSEG’s portfolio of GIACT business. This specialist plays a key role in ensuring our customers discover the full power of LSEG by implementing workflow solutions while continuously providing scalable yet adaptable mentorship.

The Senior Specialist will maintain a portfolio of high value client partnerships as well as work closely with the CSM Director to elevate the customer experience. The role is comprised of relationship management, education, deep functional expertise and leading standard processes for customer success. Equal parts trusted advisor and roadmap architect, the CSM designs and implements activities with key decision makers, assists in reducing risk of competition and finds opportunities in client relationships. By redesigning our client’s business through user adoption of our suite of solutions, the CSM crafts the conditions for efficient renewal and upsell growth.

Role Responsibilities:

• Clearly define business outcomes and build a comprehensive success plan to include customer objectives, partners, achievements, risks and metrics needed to achieve them.
• Demonstrate and educate customers on content and technology in a manner that is tailored to their specific use-case.
• Supervise usage data, health gauges and growth opportunities in order to build relevant insights and strategically pivot when vital.
• Timely LSEG business development partners (solution sales, Account Management, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
• Ensure customers derive maximum value from their investment, analyze all licenses and collaborate with other LSEG partner teams to ensure retention and growth.
• Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption
• Support key internal processes and look for areas of improvement and better execution.

Qualifications and skills:

• 8+ years of frontline experience in customer success, account management or relationship management preferably within Risk and Compliance
• Execution focused with strong performance record, proactive, and positive.
• Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team), with success influencing other teams.

Role Responsibilities:

• Posses a detailed understanding of Giacts products and applicable use cases for current clients.
• Develop a detailed understanding of current clients business models, develop and grow executive level contacts at current clients.
• Develop strategies to effectively grow revenue through new use cases of current products.
• Identify and initiate new product sales opportunities through the performance of thorough analysis of existing current clients use cases, challenges faced by clients and products offered by Giact.
• Develop a robust sales pipeline and meet monthly and quarterly MCV and ICV quota goals
• Conduct quarterly business reviews with current clients identifying points of interest of how clients are using Giacts products and uncovering additional opportunities for revenue growth
• Partner with your sales partner to strategically plan on how to grow wallet share of current clients
• Proactively advocate for GIACT’s services with current clients through frequent interaction with executives at current clients.
• Handle service requests with current clients in an expeditious manner to ensure strong relationships with our current clients
• Ensure Salesforce and other reports are updated timely and accurately to reflect status of current accounts and opportunities.
• Leverage sales and data collection techniques to anticipate Client need and determine product fit
• Create compelling value propositions that are aligned with existing Client requirements for the sale of new products and services to Client C-level officers and members of executive management
• Proactively manage the retention of current accounts engaging with clients ahead of renewals with a well developed renewal strategy.
• Consistently implement GIACT’s internal account management, business development and sales methodologies
• Manage time wisely and seek increasingly efficient ways to contact Clients and sell additional services
• Collaborate internally with key GIACT Collaborators to drive deals
• Monitor, report upon, and manage transaction volume per account as needed
• Ensure new accounts assigned are billed correctly, progress timely through integration and implementations.
• Leverage events, whitepapers, webinars, industry concerns/issues and other current items/initiatives to drive new sales to existing Clients
• Participate in the planning and marketing of GIACT events to existing Clients
• Attend tradeshows and other events as required
• Actively assist/monitor the resolution of Client issues
• Position may require business travel

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.

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About Us

LSEG (London Stock Exchange Group) 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 culture of connecting, creating opportunity and delivering excellence shapes how we think, how we do things and how we help our people fulfil their potential.

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Our Data & Analytics, Capital Markets and Post Trade divisions have a combined power that provides a comprehensive, integrated suite of trusted financial market infrastructure services to help our customers pursue their ambitions. Explore our divisions

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