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Senior Manager, Digital Customer Success, EMEA

LSEG
Full-time
On-site
Poland

We are seeking a Senior Manager, Digital Customer Success to lead and develop teams of Customer Success Managers (CSMs) within their designated region. This leader will lead all aspects of the performance and development of CSM teams within their region, ensuring they deliver outstanding client experiences and drive growth through technology-enhanced strategies. You will work closely across the Sales and Account Management organization to execute on regional initiatives within global strategies and objectives.

Key Responsibilities:

1. Leadership & Team Management:

  • Team Leadership: Lead and mentor a team of Customer Success Frontline Leaders within our Digital CSM Hubs. Cultivate a high-performance culture focused on customer success, DEI, and continuous improvement.
  • Manager Development: Guide and support the Customer Success Leaders, setting clear performance objectives and providing regular feedback and coaching.  Conduct regular performance evaluations and implement strategies for professional growth and team development.
  • Performance Monitoring: Review and report performance metrics regional teams including both productivity measurements and business impact.

2. Regional Strategy Execution:

  • Regional Stakeholder Alignment: Drive strong relationships at a regional level with key stakeholders in sales and account management to ensure deep understanding and commitment to Digital Customer Success evolution.
  • Operational Alignment: Ensure that regional Customer Success initiatives are effectively integrated with the global engagement strategy and adjust tactics as needed based on regional feedback and performance.

3. Digital Customer Engagement Strategy:

  • Engagement Programs: Collaborate within the global team to design and implement region-specific digital engagement programs. Tailor strategies to improve customer usage, value, and satisfaction.

4. Data-Driven Insights and Reporting:

  • Metrics and Analysis: Report on key performance indicators (KPIs) for the regional teams and track progress. Analyze data to identify trends, successes, and areas for improvement.
  • Reporting: Prepare and present regular reports on team performance, client feedback, and engagement outcomes to the Global Head of Digital CSM. Provide actionable insights and recommendations based on data analysis.

Success Criteria:

  • Meet or exceed regional revenue and retention targets.
  • Enhance time-to-value realization and overall customer adoption rates.
  • Improve Net Promoter Score (NPS) and organizational health metrics in the region.
  • Achieve high levels of employee engagement and retention within regional Customer Success teams.

Requirements:

  • Experience: 5+ years of leadership experience in customer success or related fields, including leading teams of managers.
  • Skills: Proven expertise in at-scale and digital customer engagement, strong communication, and relationship-building skills.
  • Values: Commitment to the company's values: Integrity, Partnership, Excellence, and Change.

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.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

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.

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.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

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.