Customer Care Advisor jobs in United Kingdom

Manager, Customer Success – Investment Banking

London Stock Exchange Group

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.

• 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.

• 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.

• 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.

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

• 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.

Location: London

Job Date: Wed, 06 Aug 2025

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