About the role
We are seeking a Senior Manager, Digital Customer Success to lead and develop teams of Customer Success Managers (CSMs) within their designated region. This leader will lead all aspects of the performance and development of CSM teams within their region, ensuring they deliver outstanding client experiences and drive growth through technology-enhanced strategies. You will work closely across the Sales and Account Management organization to execute on regional initiatives within global strategies and objectives.
Key Responsibilities:
Leadership & Team Management:
Team Leadership: Lead and mentor a team of Customer Success Frontline Leaders within our Digital CSM Hubs. Cultivate a high-performance culture focused on customer success, DEI, and continuous improvement.
Manager Development: Guide and support the Customer Success Leaders, setting clear performance objectives and providing regular feedback and coaching. Conduct regular performance evaluations and implement strategies for professional growth and team development.
Performance Monitoring: Review and report performance metrics regional teams including both productivity measurements and business impact.
Regional Strategy Execution:
Regional Stakeholder Alignment: Drive strong relationships at a regional level with key stakeholders in sales and account management to ensure deep understanding and commitment to Digital Customer Success evolution.
Operational Alignment: Ensure that regional Customer Success initiatives are effectively integrated with the global engagement strategy and adjust tactics as needed based on regional feedback and performance.
Digital Customer Engagement Strategy:
Engagement Programs: Collaborate within the global team to design and implement region-specific digital engagement programs. Tailor strategies to improve customer usage, value, and satisfaction.
Data-Driven Insights and Reporting:
Metrics and Analysis: Report on key performance indicators (KPIs) for the regional teams and track progress. Analyze data to identify trends, successes, and areas for improvement.
Reporting: Prepare and present regular reports on team performance, client feedback, and engagement outcomes to the Global Head of Digital CSM. Provide actionable insights and recommendations based on data analysis.
Success Criteria:
Meet or exceed regional revenue and retention targets.
Enhance time-to-value realization and overall customer adoption rates.
Improve Net Promoter Score (NPS) and organizational health metrics in the region.
Achieve high levels of employee engagement and retention within regional Customer Success teams.
Requirements:
Experience: 5+ years of leadership experience in customer success or related fields, including leading teams of managers.
Skills: Proven expertise in at-scale and digital customer engagement, strong communication, and relationship-building skills.
Values: Commitment to the company's values: Integrity, Partnership, Excellence, and Change.
About the company
London Stock Exchange Group is a financial markets infrastructure that provides and delivers financial data, analytics, and news.
