Digital Customer Success Manager

Role Overview

The Digital Customer Success Manager (DCSM) plays a meaningful role in delivering a differentiated, scalable customer experience that drives value realisation, adoption, and long‑term retention of LSEG Risk solutions.

Operating at scale and supported by a network of internal experts, the DCSM partners with customers to ensure their business objectives are achieved through the effective integration of Risk solutions into the daily workflows of end users. This role blends digital‑first engagement with targeted, high‑impact customer interactions to improve product value and commercial outcomes.

Key Responsibilities

Customer Value & Adoption

• Drive commercial value through sustained adoption and utilisation of all Risk solutions purchased, supporting revenue retention and increased customer engagement.
• Ensure customers derive maximum value from their investment by promoting full licence usage and aligning solutions to business needs.
• Build, maintain, and use stronpositive relationships key decision‑makers and users to influence adoption and long‑term success.

Success Planning & Engagement

• Define clear customer business outcomes and devleop comprehensive success plans that outline objectives, achievements, risks, collaborators, and measurable success metrics.
• Educate and onboard new customers through tailored enablement, workflow‑based training, and role‑specific content aligned to customer use cases.
• Deliver a consistent, high‑quality customer experience through a combination of digital programs and targeted traditional CSM engagements.

Insights, Retention & Growth

• Supervise product usage, health indicators, customer sentiment, and the competitive landscape to proactively identify risks and develop retention strategies.
• Identify growth and expansion opportunities, generating leads.
• Collect customer intelligence, insights, and feedback accurately within CSM led tool that help achieve continuous improvement in client satisfaction.

Teamwork & Advocacy

• Collaborate optimally with internal partners across Sales, Product, Operations, and Support to ensure a joined‑up customer journey.
• Act as a trusted advisor, representing the voice of the customer internally and advocating for customer needs and priorities.

Qualifications & Experience

Essential

• Experience in customer engagement, success management, or strategic account support.
• Strong ability to facilitate customer meetings and present confidently to audiences in a clear, persuasive, and engaging manner.
• Proven problem‑solving skills with the ability to navigate complex customer environments.
• Ability to adapt and achieve in a fast‑paced, evolving market.
• Collaboration skills and experience working cross‑functionally.
• Executive‑level interpersonal skills with the ability to establish credibility and trusted‑advisor status.
• Proficiency in Microsoft Office tools.
• Proven learning perspective, proactive approach, and strong customer‑centric mentality.

Desirable

• Financial and Risk industry knowledge, particularly within AML, Financial Crime, and Regulatory Risk domains.
• Understanding of Client Screening, PEP Classification, Sanctions, and KYC due diligence processes.
• Ability to map customer business processes to product capabilities and articulate value clearly.

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.

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