Digital Customer Success Manager London Stock Exchange Group

Key Responsibilities

Customer Value & Adoption

• Drive commercial value through sustained adoption and utilisation of all Risk solutions purchased, supporting revenue retention and increased customer engagement.
• Ensure customers derive maximum value from their investment by promoting full licence usage and aligning solutions to business needs.
• Build, maintain, and use stronpositive relationships key decision makers and users to influence adoption and long term success.

Success Planning & Engagement

• Define clear customer business outcomes and devleop comprehensive success plans that outline objectives, achievements, risks, collaborators, and measurable success metrics.
• Educate and onboard new customers through tailored enablement, workflow based training, and role specific content aligned to customer use cases.
• Deliver a consistent, high quality customer experience through a combination of digital programs and targeted traditional CSM engagements.

Insights, Retention & Growth

• Supervise product usage, health indicators, customer sentiment, and the competitive landscape to proactively identify risks and develop retention strategies.
• Identify growth and expansion opportunities, generating leads.
• Collect customer intelligence, insights, and feedback accurately within CSM led tool that help achieve continuous improvement in client satisfaction.

Teamwork & Advocacy

• Collaborate optimally with internal partners across Sales, Product, Operations, and Support to ensure a joined up customer journey.
• Act as a trusted advisor, representing the voice of the customer internally and advocating for customer needs and priorities.

Qualifications & Experience

Essential

• Experience in customer engagement, success management, or strategic account support.
• Strong ability to facilitate customer meetings and present confidently to audiences in a clear, persuasive, and engaging manner.
• Proven problem solving skills with the ability to navigate complex customer environments.
• Ability to adapt and achieve in a fast paced, evolving market.
• Collaboration skills and experience working cross functionally.
• Executive level interpersonal skills with the ability to establish credibility and trusted advisor status.
• Proficiency in Microsoft Office tools.
• Proven learning perspective, proactive approach, and strong customer centric mentality.

Desirable

• Financial and Risk industry knowledge, particularly within AML, Financial Crime, and Regulatory Risk domains.
• Understanding of Client Screening, PEP Classification, Sanctions, and KYC due diligence processes.
• Ability to map customer business processes to product capabilities and articulate value clearly.