Role Summary
The Customer Success Team Leader, Investment Banking mentors and guides a high-performing group of CSMs, elevating their skills, execution, and client outcomes. The role represents the Regional Managed and Partner accounts in Americas within Sales and Account Management teams and business leadership forums, joins the CSM Leadership Team (CSM LT) to shape strategic and operational priorities, and acts as delegate in decision-making meetings when required. In parallel, the Team Lead manages a reduced, strategic portfolio to ensure retention, satisfaction, and growth. Responsibilities are split by account channel.
Key Responsibilities
People Leadership & Coaching
• Mentor, coach, and develop CSMs (4-5 via dotted line), providing structured guidance, shadowing plans, and career development pathways; raise performance and client satisfaction across the pod.
• Drive consistent adoption of Customer Success best practices (success planning, risk mitigation, value realization, exec readouts); foster a culture of accountability and continuous improvement. Stakeholder Representation & Governance
• Serve as RMA/Partners lead, representing Customer Success in SAM and business leader forums; bring voice of the customer into commercial, proposition, and product discussions.
• Participate in the CSM LT to understand and influence strategic and operational priorities; contribute to organization-wide goals, operating rhythms, and standards.
• Act as delegate for the People Leader in meetings and decision-making forums when required, ensuring continuity, clarity, and timely decisions. Portfolio Management (Reduced Book of Business)
• Own a focused portfolio; secure renewals, protect and grow ARR, and orchestrate cross-functional resources to deliver measurable outcomes and customer value. Success Metrics
• Retention & Risk: Gross renewal rate; early risk identification and mitigation coverage; % accounts with active, executive-approved success plans; cancel reduction vs. baseline.
• Growth: Net Revenue Retention (NRR) for RMA/Partners book; qualified expansion pipeline (CSM-sourced) and conversion in coordination with
Sales and Account Management.
• Solutions Adoption: adoption/usage uplift vs. baseline.
• People & Execution: CSM competency progression, coaching velocity, adherence to Customer Lifecycle Framework, on-time delivery of operating rhythms (MBRs, LT inputs). What You'll Bring
• Customer Success Expertise: 3+ years in Customer Success, Enterprise SaaS/data, or financial markets solutions; proven record of retention and ARR growth in complex, multi-stakeholder environments.
• Leadership Experience: experience leading or mentoring CSMs; demonstrated ability to elevate team capability, set standards, and drive consistent execution.
• Segment & Workflow Knowledge: Familiarity with Investment Banking workflow and LSEG product portfolio is valued; comfortable engaging executive stakeholders.
• Commercial Acumen: Skilled in co-planning with SAM/Account Directors; balancing value delivery with commercial strategy.
• Communication & Influence: Executive presence; clear written and verbal communication; ability to represent Customer Success in cross-functional forums. Skills & Behaviours
• Develop & engage diverse talent; role-model openness and humility; foster trust and belonging; hold self and others to high standards.
• Partner across the enterprise; bring the right expertise together to achieve results; share insight clearly; enable healthy debate and progress. Compensation Information:
LSEG is committed to offering competitive compensation. The anticipated range of compensation for this position is CAD 130,400 - 157,500. The range includes the expected base salary, variable compensation, and allowances for the role. Target Annual Incentive Plan/"bonus plan" rates will be commensurate with role level and posted career stage. Individual salary will be reflective of job-related knowledge, skills and equivalent experience.
AI Statement
The Company (LSEG) may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. The Company continues to rely on the input of its Talent Acquisition team, in partnership with other internal colleagues, to make decisions at each stage of the recruitment process.
Career Stage:
Manager
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 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.
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.
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.
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If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
