Customer Success Manager

About the role

We are looking for a highly motivated and hard-working professional to join our Customer Success Team specializing in Real Time Solutions. Customer Success Managers (CSMs) help clients realize value from LSEG solutions. In this role, you will support a defined book of customers using our LSEG Real Time solutions and guide them throughout their customer journey. You will focus on growing adoption, supporting integration, and expanding use of our solutions within their enterprise workflows. You will own Customer Value Plans and support the delivery of agreed outcomes. Through regular client engagement, you will build positive relationships with stakeholders to ensure a consistent and high quality customer experience. You will work in close partnership with Account Managers and Sales Leaders to share insights on customer health, retention, and growth opportunities. You will also collaborate with Market Development and Customer Proposition teams to share customer feedback and support product alignment with customer needs. Role Overview: - Clearly define business outcomes and success plans to capture and track customer objectives, milestones, risks, and success metrics. - Educate customers on how to use LSEG enterprise platforms, content, and technologies tailored to use-case needs. - Monitor usage, account health, and growth opportunities to create actionable insights and strategically pivot as necessary. - Seek out organic business expansion opportunities (up-sell / cross-sell) in collaboration with LSEG business development partners. - Ensure customers derive maximum ROI from LSEG services and solutions, utilizing the full extent of their licenses/contracts. - Build, maintain and leverage strong relationships with business decision makers and users within each account to gather customer intelligence and influence adoption. Success Metrics: - Effective customer onboarding and enablement activities. - Strong, trusted relationships across customer organizations. - Proactive management of retention risks. - Contribution to account retention and growth in partnership with Sales. - Participation in continuous improvement of the Customer Success function.