Manager, Customer Success – Investment Banking

tendersglobal; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading financial markets organization is seeking a Manager of Customer Success in London to lead a dynamic team focusing on the retention and success of Investment Banking clients. The successful candidate will have strong leadership experience and a deep understanding of customer needs in the financial sector, fostering collaboration across departments to achieve excellence.

Benefits

Healthcare

Retirement planning

Paid volunteering days

Wellbeing initiatives

Qualifications

• Experience in leading teams and mentoring talent.
• Track record of exceeding retention and customer satisfaction targets.
• Ability to work collaboratively in a team-based environment.

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Build client relationships to drive voice of the customer.
• Collaborate with Sales and Customer Operations for optimal outcomes.

Skills

People leadership

Customer Success experience

Strong communication skills

Problem-solving

Understanding of financial markets

Job description

Job Title:

Manager, Customer Success – Investment Banking

Company

London Stock Exchange Group

Job Description

As a Manager of Customer Success Investment Banking Northern Europe, you will lead a team of 10-15 contributors, shaping retention and customer experience for LSEG’s Workflows Investment Banking clients. Reporting to the Head of Customer Success, AWB EMEA, you will be part of the EMEA Customer Success Leadership Team, driving strategies and initiatives to enhance customer success.

The role focuses on ensuring clients realize the full value of our platforms to meet their business goals through success strategies that promote adoption, integration, and expansion.

Leadership Activities:

• Lead and develop a team of high-performing CSMs with industry expertise.
• Develop and execute the CSM strategy for the IB proposition, including KPIs, marketing, community, and playbooks.
• Create strategies for recruiting, onboarding, and developing talent to achieve customer success goals and employee engagement.
• Foster a culture of customer success, accountability, and collaboration across stakeholders.
• Share best practices and build community with regional and global peers.
• Provide thought leadership to shape the organization at various levels.

Customer Advocacy:

• Build strong client relationships to understand market needs and voice of the customer.
• Collaborate with leadership, product strategy, and sales to align customer feedback with retention and product initiatives.
• Increase awareness of the Customer Success team and its value proposition.
• Participate in industry events, act as a brand ambassador, and bring trends back to improve the organization.

Commercial Engagement:

• Partner with Sales and Account Management to align retention campaigns and drive renewal outcomes.
• Ensure smooth customer journey handoffs for renewal and expansion.
• Monitor customer health, adoption metrics, renewals, and expansion opportunities.
• Collaborate on product campaigns for upgrades, migrations, and adoption.
• Identify opportunities and risks, and work with leadership to address them.

Success Metrics:

Retention, Annual Subscription Value, Revenue Growth, Adoption KPIs, Customer Satisfaction, Employee Engagement, Talent Development.

Qualifications:

• People leadership and mentoring experience, including managing managers.
• Experience in Customer Success or account management, with a focus on customer lifecycle value.
• Ability to work collaboratively and contribute to a high-performing customer success function.
• Proven track record of exceeding retention, adoption, satisfaction, and growth targets.
• Strong understanding of customer needs, technology trends, and strategic execution.
• Data-driven decision-making, creative problem solving, and feedback skills.
• Regional and cross-functional experience and knowledge of financial markets, especially banking data vendors, is advantageous.
• Exceptional engagement, change management, organizational, and leadership skills.

LSEG is a leading global financial markets infrastructure and data provider, committed to sustainability, diversity, and innovation. We offer tailored benefits and support, and are an equal opportunities employer.

Additional Details:

Location: London

Job Date: Wed, 06 Aug 2025

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