Customer Success Manager, Sales & Trading, Workflows
Role Responsibilities & Key Accountabilities:
- Proactively seeks opportunities to build and enhance value for the customer and for LSEG
- Is seen as a specialist on their book of business and can articulate any risks, maximising available metrics to track customer health
- Builds customer relationships with many different personas
- Understands customer’s needs and how LSEG’s solutions can help fix them, increasing customer satisfaction with LSEG products
- Considers impact of market trends on customers and how it affects business benefits
- Provides valuable and timely customer insights to internal product and account teams
- May mentor and coach more junior team members.
Qualifications & Experience:
- Bachelors degree and relevant professional certifications recommended
- Moderate product & workflow expertise and industry knowledge.
Overview
We are seeking a highly motivated Customer Success Manager (CSM) to support our Sales & Trading clients across Hong Kong. The successful candidate will serve as a trusted advisor to financial market professionals, helping clients maximize the value of our trading, market data, analytics, and workflow solutions.
This role focuses on customer adoption, engagement, retention, and business growth across key financial institutions, including banks, brokerages, asset managers, and treasury teams. The CSM will work closely with Account Managers, Product, and Support teams to drive customer outcomes and ensure an exceptional client experience.
Key Responsibilities
Customer Engagement & Adoption
Develop and execute Customer Success Plans for assigned accounts.
Drive adoption of trading and workflow solutions through regular client engagements and training sessions.
Deliver customized workflow demonstrations and best-practice consultations.
Identify opportunities to increase product utilization and client value realization.
Relationship Management
Build strong relationships with traders, sales teams, treasury professionals, and senior stakeholders.
Act as the trusted advisor and primary point of contact for customer success initiatives.
Conduct regular business reviews and strategic account planning sessions.
Retention & Growth
Monitor customer health, adoption metrics, usage trends, and renewal risks.
Partner with Account Management to drive retention and expansion opportunities.
Identify and escalate potential cancellation risks and develop mitigation plans.
Provide market feedback and Voice of Customer insights to Product and Commercial teams.
Collaboration
Work cross-functionally with Sales, Account Management, Product, Support, and Customer Operations teams.
Participate in industry events, client workshops, and networking opportunities.
Career Stage:
Senior AssociateLondon Stock Exchange Group (LSEG) Information:
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
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.
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.
You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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