Customer Success Manager

Typically retains or renews business, role is eligible for a sales incentive plan. Drives retention via onboarding, training or related activities. Resolves problems and ensures satisfaction. Drives increased usage and renewals.

As a Customer Success Manager, you will be responsible for fostering intimate relationships and being a trusted advisor to our Customers who utilize our Risk products and services (WorldCheck) through the customer experience journey. This role focuses primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of our customers and end-users. You will work mainly with customer groups in compliance, audit, legal and risks functions in financial services, accounting firms, regulators, insurance, energy and other industries undergoing regulatory change.

You will own the Customer Success Plans and the delivery of all agreed upon milestones. You will visit customers and build relationships with key stakeholders and user community to ensure we are delivering the ultimate customer experience. You will partner with the Account Managers and Sales Leaders, providing insights on customer health to drive retention and customer satisfaction. Additionally, you will collaborate with Regional Proposition Sales, Sales Readiness and Customer Proposition teams to provide the voice of the customer to align customer needs with our product roadmap. Further, you will work with other cross-functional teams to achieve our strategic objectives.

**Responsibilities**:

- Retain market share by enabling end users to maximize the value of our solutions, identify and focus on the “at risk” customers and generate leads
- Develop and execute the customer success strategies for your assigned accounts to drive revenue retention and identify growth opportunities
- Monitor customer health, adoption metrics, renewals and execution of customer success plans
- Be an expert on our Risk solutions by managing the delivery of our services
- Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
- Responsible for successful customer retention within the Risk business
- Partner with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals
- Increase product stickiness by demonstrating relevant new content and functionality that enable end users to improve efficiencies
- Provide insights to Market Development, Customer Operations and Customer Proposition on customer experience and industry trends to drive the voice of the customer in business strategy
- Responsible for working with sales and the implementation team to successfully onboard and integrate new customers
- Build deep relationships with key customer stakeholders to inform engagement strategy and create ‘champions’
- Liaise between the customer and internal teams to escalate and resolve issues in a timely manner
- Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
- Participate in strategic migration activities as required
- Contribute to overall vision and strategy of the Customer Success Management Group including development of best practices

Qualifications:

- At least 3-5 years of customer success/customer relationship experience, pre-sales, or consulting role ideally in a SaaS solutions or professional business solutions environment
- Strong understanding of other roles within the function or Business Unit and how they are connected
- Knowledge of relationships between all relevant groups within the company
- Deep understanding of compliance and risk (supplier and/or KYC)
- Proven track record and enthusiasm for driving outcomes with ability to work under pressure
- Self-motivated, detail-oriented and able to thrive in a results-driven, fast-paced environment
- Natural relationship builder with integrity, reliability and maturity
- Excellent communication and presentation skills (verbal and written) with ability to flex style depending on audience (C-Level / Leadership / Internal Stakeholders)
- Proactive and positive attitude with a "Whatever it Takes" approach to increase customer satisfaction and deepen relationships
- Strong track record of identifying customer needs, problem-solving and successfully executing on retention and adoption strategies
- Bachelor’s degree required, Certified Anti-Money Laundering Specialist (CAMS) preferred
- Business proficiency in verbal and written Mandarin required

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose. You’ll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supportin