Customer Success Director: Regulatory Reporting Solutions

Customer Success Director: Regulatory Reporting Solutions Join to apply for the Customer Success Director: Regulatory Reporting Solutions role at LSEG LSEG (London Stock Exchange Group) is a diversified global financial markets infrastructure and data business, dedicated to excellence in delivering services that drive financial stability and growth. With a global presence and 25,000 employees, LSEG is committed to innovation, sustainability, and diversity. Role Profile Reporting to the Head of Operations for LSEG Regulatory Reporting Solutions, this role leads the client success strategy across our regulatory reporting solutions. The Director ensures high client satisfaction, retention, and operational excellence, while driving the product‑led, client‑centric strategy. Key Responsibilities Leadership & Strategy Define and execute a customer success strategy aligned with overall business objectives. Partner with Sales, Product, Operations, Compliance, and Technology to translate market and client insights into actionable priorities. Champion a client‑centric culture across the organization, embedding accountability and continuous improvement. Provide hands‑on leadership and coaching, fostering a high‑performance, collaborative environment. Influence senior leadership decisions through data‑driven insights and strategic recommendations. Client Engagement & Retention Build and maintain trusted relationships with senior client stakeholders, including C‑suite executives. Develop tailored Customer Success Plans informed by usage data, feedback, and strategic objectives. Find opportunities to expand product adoption and deepen engagement, driving measurable value. Act as an escalation point for complex issues, resolving challenges with empathy and effectiveness. Enhance client advocacy through value demonstration and strategic alignment. Operational Excellence Define and monitor key client metrics (retention, satisfaction, value realization). Oversee implementation of scalable tools and processes to optimize client success operations. Collaborate with Product and Technology teams to ensure client feedback informs roadmap decisions. Drive a comprehensive communication strategy for timely updates on product enhancements and operational changes. Voice of the Customer Serve as the internal champion for client insights, synthesizing feedback to inform strategic decisions. Present actionable intelligence to senior leadership and product teams to shape future offerings. Lead continuous improvement initiatives based on satisfaction trends and market dynamics. Regulatory & Operational Risk Management Ensure all client interactions align with regulatory frameworks and internal governance standards. Maintain robust control oversight across all customer success activities. Proactively identify and escalates operational or regulatory risks. Required Skills & Experience 10+ years in customer success, client services, or regulatory operations within financial services. Understanding of regulatory reporting regimes (e.g., EMIR, MiFIR, SFTR, ASIC, CFTC, SEC). Leadership experience with the ability to inspire and scale teams. Strong client relationship management and stakeholder engagement skills. Familiarity with reporting platforms, trade repositories, and RegTech solutions. Success in improving customer experience and driving measurable outcomes. Data‑driven mentality with experience using CRM and client success tools (e.g., Salesforce, Gainsight). Desirable Qualifications Degree or equivalent experience in Finance, Economics, Business, or a related field. Experience working with buy‑side and sell‑side institutions, or within a regulatory reporting vendor or ARM/TR. Experience developing and executing communication strategies in a regulated environment. Familiarity with reporting platforms, trade repositories, and RegTech solutions. Personal Attributes Client‑Centric: Puts the client’s needs and outcomes at the centre of decision‑making. Strategic Thinker: Sees the big picture while managing details. Resilient & Calm Under Pressure: Maintains composure in high‑stakes or regulatory‑driven environments. Collaborative Leader: Builds strong cross‑functional relationships and fosters team cohesion. Excellent Communicator: Clear, concise, and confident in both written and verbal communication. Analytical & Insight‑Driven: Uses data to inform decisions and continuously improve performance. Proactive & Accountable: Takes ownership and drives initiatives forward with minimal oversight. Benefits & Culture LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, wellbeing initiatives, and a commitment to sustainability and inclusion. #J-18808-Ljbffr