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Head of Customer Success, Emea

3 months ago

London, Greater London, United Kingdom LSEG (London Stock Exchange Group) Full time

As the Head of Customer Success for EMEA, you will be responsible for ensuring the success and satisfaction of our clients in the region to deliver revenue retention.

You will leverage your passion for the industry, innovation, and customer centricity to lead Customer Success Directors and their teams to deliver an exceptional customer experience.

Your primary focus will be creating an ambitious high-performance culture, strategies that drive solution adoption and value creation for our clients and ensure the voice of the customer is embedded in the region and stakeholders across the Group.

The role reports into the Group Head of Global Customer Success and is a part of the Global Customer Success Leadership Team and sits on the EMEA Sales & Account Management Leadership Team.


Key Priorities:

  • Build and lead a high performing Customer Success Director team that embrace a culture of DE&I, collaboration, performance excellence, customer centricity and innovation.
  • Develop and execute a talent strategy that matures the function and creates expertise across solutions and client types that exceed client expectation for maximum impact.
  • Foster senior relationships with key clients to support account teams in delivering against client expectations, value plans and positive renewal outcomes.
  • Partner with Customer Success Directors to create adoption strategies that help clients maximize the value of our solutions, mitigates risk, expands market share, and drives positive renewals.
  • Collaborate with Regional Sales & Account Management Leaders to develop and execute retention and growth strategy to achieve ambitious growth goals.
  • Develop playbooks to drive a differentiated customer experience across the client lifecycle delivering accelerated value realization for clients.
  • Partner with Global CSM LT and Operations to mature At-Scale Customer Success strategy, delivering an optimized CX across channels, workflows, and coverage models.
  • Leverage data and client sentiment to drive the voice of the customer across the Group (product, sales, marketing) to improve solution offerings and client satisfaction.
  • Establish regional operating rhythm that tracks, reports, and analyzes effectiveness of team in achieving Group Strategic Objectives, Global CSM KPIs and monitors client health to act upon.
  • Embrace technology, data, and process to identify retention trends to act upon, improve the customer journey, and streamline the workflow of CSMs for high impact.
  • Bring innovative ideas that can drive ambitious growth and improved CX back to the business by staying on top of trends in the industry, customer success, and technology.
Key Success Metrics

  • Deliver regional revenue and retention goals, strategic initiatives, and 95.5% retention ambition.
  • Collaborate with Group Head of CSM and Regional Customer Success peers to shape Customer Success vision and drive global consistency and execution of key priorities.
  • Embed a culture of "Customer Success" in SAM Americas and with key stakeholders.
Experience

  • 8+ years of people leadership experience with a track record of creating a culture of DE&I, performance excellence, and delivering against revenue goals with global experience a plus.
  • Seasoned mentor and coach equipped to develop senior managers and identify talent.
  • Highly strategic and able to prioritize to align functional priorities to the company's commercial objectives.
  • Exceptional and effective communication skills with ability to flex style based on audience and purpose.
  • Demonstrated knowledge of customer success, markets, and workflows to shape retention strategies.
  • Natural collaborator that can drive customer advocacy and influence stakeholders across functions.
  • Innovator who utilizes data to inform decisions, simplify complex problems, improve the client experience and customer lifecycle.


At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities.

Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 t