The Customer Success Manager connects DI&F customers to LSEG's GIACT solutions and helps them get value from the products they use today.
This role plays a meaningful part in supporting customer adoption, helping clients understand how to use our solutions in their workflows, and partnering internally to improve the overall customer experience.
The Customer Success Manager will manage a portfolio of mid-tier customer accounts and work closely with Account Management, Sales, Solution Consulting, and other internal teams to support retention, adoption, and growth. The role focuses on relationship management, customer education, product knowledge, and consistent execution of customer success procedures.
The ideal candidate is able to establish relationships with customer contacts and users, understanding customer needs, identifying adoption opportunities, and raising risks or growth opportunities when appropriate. This is a phenomenal opportunity for someone with customer-facing experience who is looking to take the next step into Customer Success.
Role Responsibilities- Help define customer business outcomes and build success plans that include customer objectives, critical team members, achievements, risks, and measurable outcomes.
- Demonstrate and educate customers on DI&F/GIACT products and solutions in a way that is tailored to their specific use cases.
- Supervise product usage, customer health indicators, and growth opportunities to identify trends, risks, and areas where additional support may be needed.
- Partner with internal teams including Account Management, Sales, and Solution Consulting when upsell or cross-sell opportunities are identified through customer engagement.
- Help customers realize value from their investment by supporting adoption, reviewing usage patterns, and collaborating internally to solidify retention and growth.
- Build and maintain positive relationships with customers and users to support engagement and adoption.
- Support internal Customer Success processes and find opportunities to improve execution and customer experience.
- Develop a strong understanding of risk products and applicable use cases for assigned customers.
- Build an understanding of customer business models, workflows, and business challenges.
- Uncover opportunities for customers to expand use of existing products and work with internal teams to evaluate growth opportunities.
- Participate in customer business reviews by helping prepare usage insights, key discussion points, and recommendations to improve adoption.
- Partner with Account Management and Sales to support account planning and customer growth strategies.
- Handle customer requests in a timely and professional manner to maintain strong customer relationships.
- Maintain accurate account, opportunity, and activity updates within Salesforce and other internal systems.
- Support renewal readiness by identifying potential risks and working with internal teams on retention plans.
- Collaborate with internal partners to support customer needs and resolve issues.
- Review and report on transaction volume and customer activity as required.
- Support assigned customers through onboarding, implementation, and adoption achievement where applicable.
- Use customer conversations, industry trends, webinars, events, and other initiatives to support adoption and expansion opportunities.
- Attend customer meetings, industry events, and tradeshows as required.
- Support the resolution of customer issues and call out when concerns arise.
- Position may require business travel.
Qualifications & Skills- 3-5+ years of experience in customer-facing roles such as Customer Success, Account Management, Relationship Management, Client Services, Implementation, or Sales Support.
- Experience working with customers in Risk, Compliance, Payments, Financial Services, or a related industry is preferred.
- Strong execution focus with a proactive, positive, and customer-first approach.
- Strong communication and presentation skills with the ability to adapt messaging to different audiences.
- Ability to establish relationships with customers and internal partners.
- Comfortable learning product functionality, customer workflows, and business use cases.
- Able to use customer feedback, account activity, and data to identify risks, adoption opportunities, and next steps.
- Organized and able to handle a portfolio of accounts while maintaining accurate reporting and account records.
- Eagerness to learn Customer Success procedures and continue developing customer relationship leadership skills.
- Ability to collaborate across teams and drive follow-through on customer needs and account actions.
Career Stage:Senior Associate
