Customer Success Director

Customer Success Director of Wealth, Investment Management and Banking – APAC

As a leader championing customer success, you will lead the Wealth, Investment Management and Banking CSM team for APAC. This team is responsible for retaining a book of business across the large global banks, financial institutions, and corporate clients for Asia Pacific region (including Japan) by ensuring our clients realize the full value of our solutions.

Furthermore, this role will be responsible for the creation of success strategies and experiences that drive positive renewal outcomes and expansion of our solutions. The successful candidate will report into the Head of Customer Success in APAC and be part of the broader Customer Success Leadership Team in the region.

About LSEG D&A: We get behind the data that really matters! Our focus is to achieve progress through data-enabled decisions and through a culture where performance leads. Our goal is to craft a more open and transparent financial market to drive a more balanced world. This is what makes this opportunity so exciting!

Leadership Activities:

• Develop and lead a team of high performing CSMs and leaders that embrace a culture of DE&I, excellence, partnership, innovation, and change.
• Set talent strategy to recruit, onboard and develop talent that are experts in workflow solutions.
• Set quarterly objectives to deliver against key initiatives and KPIs in region.
• Create adoption campaigns resulting in achieving retention, revenue, and adoption goals.
• Collaborate with global CSM peers to share best practices and create community.
• Partner with stakeholders to deliver at-scale educational curriculum for accelerated value creation.
• Provide thought leadership to shape the CSM function at the proposition, regional and global level.

Customer Advocate:

• Build key client relationships to understand the unique needs and industry trends in community.
• Drive voice of the customer internally to influence capital allocation process and product roadmap.
• Represent Customer Success at C-level meetings to deliver customer experience value proposition.
• Bring thought leadership by representing CSM and LSEG at industry events and bring back best practices to shape the organization.

Commercial Engagement:

• Establish regional operating rhythm that tracks, reports, and analyzes effectiveness of team in achieving Group Strategic Objectives, Regional CSM KPIs and monitors client health to act upon
• Identify key trends, risks, opportunities and create action plans to optimize client outcomes.
• Collaborate with Regional Sales & Account Management Leaders to develop and execute retention and growth strategy to achieve ambitious growth goals.
• 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.
• Collaborate with Sales Enablement to ensure upgrade, migration, and adoption campaigns are launched and achieved.

Success Metrics:

• Revenue and Sales Goals
• Lead Generation
• Customer Satisfaction
• Product Usage
• Employee Engagement

Experience Requirements:

• 6+ years of people leadership experience, knowledge of APAC region and a track record of creating a culture of DE&I, performance excellence, and delivering against revenue goals.
• Seasoned mentor and coach equipped to develop managers and identify talent.
• Proven ability to deliver results through development of key sales and revenue metrics
• 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.
• High level of financial acumen

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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