Director, Customer Success- Data & Feeds

As a leader championing customer success, you will lead a team of Customer Success Leaders and Customer Success Managers responsible for the retention and customer experience of LSEG’s Data & Feeds Business! This role will report into the Head of Customer Success, Americas and sit on the Americas Customer Success Leadership Team.

LSEG’s Data & Feeds Business enables customers to power their business with outstanding global market data, feeds, and infrastructure technology. Our open architecture allows for a consistent data experience, making it easier customer to access, distribute, and build with LSEG data. LSEG Data & Feeds allows our clients to power and deploy applications on-prem or in the cloud. We are looking for a Customer Success Director who will help our clients to reimagine their approach to analytics, technology innovation, data distribution and cost management.

The successful candidate will focus on ensuring clients realize the full value of our platforms to achieve their business goals through the creation of success strategies that drive adoption, integration, and expansion!

Leadership Activities:

• Lead and develop a team of successful Leaders and CSMs with deep industry expertise.
• Develop the CSM strategy for the proposition (critical metrics, marketing, community, playbooks) and ensure execution of regional and global CSM programs.
• Partner with our Business Unit Leaders to align on retention, growth and territory initiatives.
• Create the strategy to recruit diverse talent, onboard, and develop existing talent to achieve the Customer Success mandate and drive employee engagement.
• Develop a culture of customer success, accountability, and collaboration across key partners: sales, customer operations, and product strategy.
• Collaborate with regional and global peers to share best practices and create community.
• Provide thought leadership to shape the CSM organization at the proposition, regional and global level.

Customer Advocate:

• Build strong client relationships to understand the market needs and drive voice of the customer internally for all decision making.

• Collaborate with Customer Success Directors, product strategy and sales enablement to ensure the voice of the customer is aligned to retention campaigns and product strategy.
• Drive awareness of the Customer Success team and value proposition with clients.
• Participate in industry events for both Clients and Customer Success, be a brand ambassador for LSEG and bring trends back into the business to shape the organization.

Commercial Engagement:

• Partner with Sales and Account Management to ensure retention campaigns and talent are aligned to drive positive renewal outcomes.
• Collaborate with Sales and Customer Operations to ensure smooth hand offs in customer journey for optimal renewal and expansion outcomes.
• Monitor and report on the overall customer health, adoption metrics, renewals, expansion opportunities and execution of Customer Success Plans.
• Collaborate with product strategy to ensure upgrade, migration, and adoption campaigns are launched and achieved.
• Identify opportunities / risks and areas of improvement to the Sales and Account Management leadership team and align on actions to address.
• Advise the Americas Sales Leadership team regarding trends, risks, and opportunities across clients.

Success Metrics in Role:

• Retention
• Annual Subscription Value
• Revenue Growth
• Adoption KPIs
• Customer Happiness
• Employee Engagement
• Talent Development

Experience Requirements:

• 3+ years of people leadership experience within a Customer Success setting.
• Seasoned mentor and coach equipped to develop and identify talent.
• Ability to work in team-based, collaborative environment and passion for contributing to the creation of a world class customer success function.
• Consistent track record of exceeding retention, adoption, customer happiness and growth targets.
• Demonstrated understanding of customer needs and technology trends with proven track record to develop strategy and implement.
• Innovator who uses data to inform decisions, creative problem solver and ability to give constructive feedback and influence partners.
• Experience in delivering work from a global perspective in a cross-functional capacity would be an advantage.
• Bachelors degree, MBA, or CFA preferred.

What we offer:

• Competitive salary package: base + quarterly bonus.
• 401(k) with matching contribution.
• Comprehensive medical, vision, and dental coverage.
• Flexible vacation and PTO policies.
• Hybrid environment with a mix of days in the office/visiting clients and home office.
• Learning and development opportunities for career growth.
• Strong, fun teamwork culture. We're passionate about driving success for our clients together.
• A front seat into how technology powers financial markets.

Compensation/Benefits Information ( New York applicants only ):

LSEG is committed to offering competitive Compensation and Benefits. The anticipated base salary for this position is $127,500 - $236,900.

Compensation/Benefits Information ( for all California based roles ):

LSEG is committed to offering competitive Compensation and Benefits. The anticipated base salary for this position is $127,500 - $236,900.

Please be aware base salary ranges may vary by geographic location, city and state. In addition to our offered base salary, this role is eligible for our Variable Incentive Compensation plan. Target variable compensation will be commensurate with the posted career stage. Individual salary will be reflective of job related knowledge, skills and equivalent experience. LSEG roles (excluding internships and part-time roles of less than 20 hours per week) are typically eligible for inclusion in our LSEG Benefits program, which includes offerings of: Annual Wellness Allowance, Paid time-off, Medical, Dental, Vision, Flex Spending & Health Savings Options, Prescription Drug plan, 401(K) Savings Plan and Company match. LSEG’s Benefits plan also includes basic life insurance, disability benefits, emergency backup dependent care, adoption assistance commuter assistance etc.

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.

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