Customer Success Manager

Our global teams took on the challenge to make a difference in the way the global financial markets operate. Would you seek the same challenge?

At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change.

As part of our Customer Success team, we are looking for a passionate and strategic Customer Success Manager (CSM) to join us in supporting our Trading Desktop and Enterprise Solutions.

As a CSM, we work hand-in-hand with our trading clients—primarily on the buy-side—to ensure they are fully supported throughout their customer journey. We take pride in being trusted advisors, helping our clients integrate our solutions into their daily workflows, drive adoption, and realize tangible value from our platforms.
 

In this role, we:

• Own and execute Customer Success Plans, ensuring all agreed milestones are delivered with impact and aligned to client goals.

• Build positive relationships with key stakeholders and end users through regular engagement, including onsite visits, strategic reviews, and proactive support.

• Drive retention and expansion by identifying opportunities to deepen product usage and align our solutions with evolving client needs.

• Collaborate cross-functionally with Account Managers, Sales Leaders, Market Development, and Customer Proposition teams to share customer insights and influence product direction.

• Champion the voice of the customer, ensuring their feedback is heard and reflected in our roadmap and service delivery.
  We are committed to delivering a world-class customer experience, and we know that this role is critical to maintaining and growing our presence in the trading segment. Together, we ensure our clients are not only satisfied—but truly successful

Role Overview

Client Satisfaction

• Develop and execute strategy and customer success plan for trading accounts to drive revenue retention 

Training Coordination

• Deliver highly engaging customized workflow-based customer engagements/ training sessions

Relationship Management

• Build deep relationships with key customer stakeholders to inform engagement strategy and create "Refinitiv advocates" 

• Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends 

Retention and growth

• Monitor customer health, adoption metrics, renewals and execution of customer success plans 

• Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals

• Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends

• Contribute to overall vision and strategy of the Customer Success Management Group 

Your Success
A CSMs success will be measured by:

• Customer onboarding activities, including various types of trainings/presentations

• Breadth & depth of customer relationships

• Retention and risk mitigation management

• Drive account growth with sales

• Contributions to role and process improvement

​​Qualifications/Skills

• 3-5 years of customer service/ client relationship experience, pre-sales, or trading role in bank or content organization

• Preferably with knowledge of & experience in FX trading space

• Excellent communication and presentation skills with ability to flex style depending on audience (C-Level/Leadership/Team) 

• Strong track record of identifying customer needs and successfully executing on retention and adaption strategies

• Ability to adapt and thrive in a fast-paced environment and rapidly -changing market

• Proactive and positive attitude

• Bachelor’s degree or equivalent

• Strong communication in English, Mandarin and Cantonese

People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and expertly through our shared values of Integrity, Partnership, Change and Excellence, which are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile, so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.

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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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.

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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.