Senior Manager, Client Management - Regulatory Reporting - London Stock Exchange Group

Role profile Senior Manager, Customer Success – Post Trade Regulatory Reporting. This role reports to the Head of Operations of LSEG Regulatory Reporting Solutions and is responsible for leading the client success strategy across regulatory reporting solutions. The position ensures exceptional client support, high satisfaction and retention, while delivering best‑in‑class account management and operational excellence. It also plays a key part in executing LSEG’s Product‑Led, Client‑Centric strategy.

Key Responsibilities

• Define and implement the customer success strategy aligned with business goals.
• Engage with sales and key stakeholders to understand client and market dynamics and translate insights into actionable objectives.
• Drive a customer‑success culture through operations and the wider organization.
• Provide hands‑on leadership, coaching and foster a high‑performance culture.
• Build and maintain strong relationships with key clients, including C‑level and senior stakeholders.
• Develop and maintain tailored Customer Success Plans based on interactions, usage data and client feedback.
• Proactively find opportunities to expand product usage and deepen client engagement.
• Improve advocacy by demonstrating value, building trust and aligning solutions with client objectives.
• Ensure customer plans are regularly reviewed and updated to reflect evolving needs.
• Handle conflict and escalations with empathy and effectiveness.
• Develop and monitor client critical metrics such as client retention, satisfaction, SLA adherence, issue resolution time and defect resolution.
• Collaborate with Product, Compliance and Technology teams to ensure client feedback informs roadmap and service enhancements.
• Oversee the implementation of tools and processes to scale client success operations.
• Develop and implement a comprehensive client communication strategy to ensure timely, clear, and consistent operational updates and product/technology enhancements.
• Act as the internal champion for the voice of the customer, synthesising insights from client interactions, feedback and surveys.
• Communicate customer needs, difficulties and opportunities to senior leadership and product teams to inform strategic decisions.
• Drive continuous improvement initiatives based on customer insights and satisfaction trends.
• Ensure all client interactions and processes align with internal and regulatory frameworks.
• Ensure robust control oversight and governance across all customer success activities.
• Monitor adherence to internal policies and regulatory requirements, escalating risks where appropriate.

Required Skills & Experience

• 7+ years in customer success, client services or regulatory operations within financial services.
• Understanding of regulatory reporting regimes such as 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.
• Demonstrated 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

• 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 – always puts the client's needs and outcomes at the centre of decision‑making.
• Strategic thinker – able to see 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.

About LSEG

LSEG is a leading global financial markets infrastructure and data provider, dedicated to driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose and values – Integrity, Partnership, Excellence and Change – guide our decisions and define our culture. We are a diverse workforce of 25,000 people across 65 countries. We are proud to be an equal opportunities employer; we do not discriminate on the basis of 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. We can accommodate religious practices, mental health or physical disability needs, provided reasonable accommodations are possible.