Manager, Digital Customer Success Risk Intelligence

The Team Leader, Digital Customer Success (Risk Intelligence) is responsible for leading a team of Digital Customer Success Managers focused on driving customer value, adoption, retention, and scalable engagement across the Risk Intelligence customer portfolio.

The role combines people leadership, customer success strategy, operational excellence, and cross-functional collaboration to ensure customers achieve measurable business outcomes while maximizing product utilization and minimizing churn risk. The Team Leader serves as a coach, mentor, and strategic partner, creating a high-performing team culture while contributing to the broader Customer Success strategy.

Key Responsibilities

People Leadership & Team Development

• Lead, coach, and develop a team of Digital Customer Success Managers.
• Set clear performance expectations aligned with organizational objectives and customer success outcomes.
• Conduct regular 1:1 meetings, performance reviews, and career development discussions.
• Foster a culture of accountability, continuous learning, collaboration, and customer-centricity.
• Identify skill gaps and implement targeted development plans.
• Support talent succession planning and employee engagement initiatives.

Customer Retention & Growth

• Own team performance against retention, renewal, adoption, and customer engagement targets.
• Monitor customer health indicators and ensure proactive risk mitigation strategies are implemented.
• Drive execution of renewal readiness and churn prevention initiatives.
• Ensure the team effectively identifies opportunities to increase product adoption and customer value realization.
• Partner with Sales, Account Management, and Specialist teams to support expansion opportunities.

Customer Engagement Strategy

• Develop and execute scalable customer engagement programs tailored to Risk Intelligence customers.
• Ensure customers receive timely guidance, best practices, educational content, and success planning support.
• Drive digital-first customer success strategies that improve reach, efficiency, and customer outcomes.
• Monitor engagement effectiveness and continuously optimize customer journeys.

Operational Excellence

• Manage team performance through data-driven decision making and KPI management.
• Maintain accurate forecasting for retention risks and customer success initiatives.
• Ensure consistent usage of CRM, customer success platforms, and reporting tools.
• Identify operational inefficiencies and implement process improvements.
• Support strategic planning, territory management, and resource allocation activities.

Stakeholder Management

• Collaborate closely with Product, Marketing, Sales, Operations, and Customer Experience teams.
• Act as the voice of the customer by communicating customer feedback, trends, and improvement opportunities.
• Partner with senior leadership on strategic initiatives designed to improve customer outcomes and business performance.
• Contribute to organizational transformation and AI-enabled customer success initiatives.

WHAT YOU'LL BRING:

• Confirmed experience in customer success, preferably in data or SaaS environments.
• Strong leadership and coaching skills with a track record of building high-performing teams.
• Deep understanding of data workflows, client integration challenges, and value realization strategies.
• Analytical mentality with the ability to interpret usage data and translate it into actionable insights.
• Excellent communication and partner leadership skills across global teams.

Career Stage:

Manager

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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