Customer Success Manager, Sales & Trading

Customer Success Manager

Customer Success Managers (CSMs) connect our clients to LSEG’s solutions.

As a Customer Success Manager, you will foster meaningful relationships and act as a trusted advisor to our Trading Customers who use our Trading Desktop Solutions throughout their customer experience journey.

This role emphasizes driving adoption, integration, and expansion of our solutions into the daily workflow of end-users while ensuring a comprehensive approach to retention strategies across a diverse set of accounts. You will primarily engage with users in the trading space, focusing on sell-side customers. You will develop Customer Value Plans and deliver agreed outcomes while building strong, respectful relationships with key stakeholders and user communities to ensure we provide an outstanding and equitable customer experience.

You will collaborate with Account Managers and Sales Leaders to share insights on customer health, supporting retention and growth strategies that reflect diverse customer needs. Additionally, you will work closely with Market Development and Customer Proposition teams to amplify the voice of the customer, ensuring our product roadmap aligns with a wide range of perspectives and experiences.

Role Overview

• Develop and implement customer success strategies and value plans for trading accounts to drive revenue retention while promoting inclusive engagement.

Training Coordination

• Deliver highly engaging, customized workflow-based sessions that accommodate diverse learning styles.

Relationship Management

• Build authentic relationships with key customer stakeholders to advise on engagement strategies and create advocates for LSEG.
• Participate in industry events to strengthen networking, enhance brand presence, and stay informed on comprehensive industry trends.

Retention and Growth

• Supervise customer health, adoption metrics, renewals, and execution of success plans.
• Collaborate with sales leadership to deliver actionable insights on customer health, emphasizing adoption progress, growth opportunities, and renewal strategies.
• Work with Market Development, Customer Operations, and Customer Proposition teams to share feedback on customer experience and emerging industry trends, ensuring these perspectives shape diverse business strategies.
• Contribute to the overall vision and strategy of the Customer Success Management Group.

Your Success

• Customer onboarding activities, including comprehensive training and presentations.
• Breadth and depth of customer relationships built on trust and respect.
• Retention and risk mitigation management.
• Driving account retention and growth in partnership with sales.
• Contributions to role and process improvements.

Qualifications / Skills

• 2–5 years of experience in customer service, client relationship management, pre-sales, or a trading role in a bank or content organization.
• Knowledge of and experience in FX trading space preferred.
• Excellent communication and presentation skills with the ability to adapt style for diverse audiences (C-Level, leadership, teams).
• Proven track record to identify customer needs and implement retention and adoption strategies.
• Ability to thrive in a fast-paced, evolving market while respecting diverse perspectives.
• Proactive, positive attitude with a collaborative approach to growing customer satisfaction and deepening relationships.
• Bachelor’s degree required.
• Proficient in Japanese and business-level English.
• Basic knowledge of commodities, fixed income, equities, or coding (e.g., Python) is a plus.

Career Stage: Senior Associate

London 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 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.

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.

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.