Trading and Banking Associate Customer Success Manager

at  LSEG London Stock Exchange Group

Associate Customer Success Managers (CSMs) connect our clients to LSEG portfolio of products and solutions related to trading.
Job Summary:
The Digital Customer Success Manager (CSM) is responsible for delivering an outstanding customer experience by engaging with customers at scale through digital channels. You will manage a portfolio of customers to drive product adoption, ensure business outcomes are achieved, and champion long-term customer relationships. This role blends technology, customer engagement, and data-driven insights to optimize customer satisfaction and drive retention.
We are hiring Associate Customer Success Managers across trading and banking customer and product lines,

What you’ll be doing:

• Customer Engagement: Lead a high volume of customer accounts through digital touchpoints including emails, webinars, videos, and in-app communication.
• Product Adoption: Monitor and analyze customer usage patterns, and proactively reach out with resources to maximize product adoption and usage.
• Customer Onboarding: Guide customers through the onboarding process, ensuring smooth implementation and setup of products or services.
• Customer Health Monitoring: Use data-driven insights to assess customer health scores, identify potential risks, and implement strategies to prevent churn.
• Feedback Loop: Gather customer feedback and advocate for feature requests or improvements by working closely with Product and Engineering teams.
• Customer Education: Create and deliver content such as how-to guides, knowledge base articles, and product webinars to educate customers on best practices.
• Retention and Growth: Collaborate with Sales and Account Management to identify upsell and cross-sell opportunities, helping to grow customer lifetime value.
• Reporting and Insights: Track key metrics like customer happiness, engagement levels, and account health to report on trends and develop improvement strategies.
• Collaboration: Work with other Customer Success team members, including Support, Implementation, and Professional Services, to ensure seamless customer experiences.

Your Success: An ACSMs success will be measured by:

• Breadth & depth of customer relationships
• Issue and risk mitigation management
• Contributions to role and process improvement
• Proactive Customer Engagement and Satisfaction
• Adoption / Usage of the Solutions.

What are we looking for:

• Bachelor’s degree in Business, Trading, Banking, or a related field.
• 3+ years of experience in customer success, account management, or a related field, preferably in a SaaS, financial markets or digital environment.
• Strong interpersonal skills with the ability to engage customers and maintain long-term relationships.
• Experience with customer success platforms, CRM tools (Salesforce, Gainsight), and digital communication tools.
• Excellent verbal and written communication skills, with the ability to convey sophisticated ideas clearly and concisely.
• Proven track record of driving customer satisfaction, product adoption, and retention.
• Ability to work independently and manage multiple customer accounts in a fast-paced environment.
• Data-driven mindset, with experience analyzing customer data to drive insights and actions
• Proficiency in English (Portuguese is a plus).
• Significant work experience in applicable industry and knowledge of customer workflow required.

We work with hybrid model as in 3 days at the office and 2 at home.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies, and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organization of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
Please take a moment to read this
privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained,
your rights and how to contact us as a data subject.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
Please take a moment to read this
privacy notice
carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained,
your rights and how to contact us as a data subject
.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice

• Customer Engagement: Lead a high volume of customer accounts through digital touchpoints including emails, webinars, videos, and in-app communication.
• Product Adoption: Monitor and analyze customer usage patterns, and proactively reach out with resources to maximize product adoption and usage.
• Customer Onboarding: Guide customers through the onboarding process, ensuring smooth implementation and setup of products or services.
• Customer Health Monitoring: Use data-driven insights to assess customer health scores, identify potential risks, and implement strategies to prevent churn.
• Feedback Loop: Gather customer feedback and advocate for feature requests or improvements by working closely with Product and Engineering teams.
• Customer Education: Create and deliver content such as how-to guides, knowledge base articles, and product webinars to educate customers on best practices.
• Retention and Growth: Collaborate with Sales and Account Management to identify upsell and cross-sell opportunities, helping to grow customer lifetime value.
• Reporting and Insights: Track key metrics like customer happiness, engagement levels, and account health to report on trends and develop improvement strategies.
• Collaboration: Work with other Customer Success team members, including Support, Implementation, and Professional Services, to ensure seamless customer experiences