At a Glance
- Tasks: Lead client success strategy and ensure exceptional support for regulatory reporting solutions.
- Company: Join a leading financial services firm focused on operational excellence and client satisfaction.
- Benefits: Enjoy healthcare, retirement planning, paid volunteering days, and well-being initiatives.
- Other info: Be part of a diverse team that values collaboration and continuous improvement.
- Why this job: Make a real impact by enhancing client relationships and driving operational success.
- Qualifications: 7+ years in customer success or regulatory operations with strong leadership skills.
The predicted salary is between 70000 - 90000 £ per year.
Post Trade Regulatory Reporting is a software and data solutions business that offers global sell‑side and buy‑side clients a wide variety of products to assist with operational risk and trade processing, including reconciliations, data solutions, and regulatory reporting. Reporting to the Head of Operations of LSEG Regulatory Reporting Solutions, the Senior Manager of Customer Success is responsible for leading the client success strategy across our regulatory reporting solutions. This role ensures that clients receive exceptional support, achieve high client satisfaction and retention, and deliver best‑in‑class account management and operational excellence. The role also plays a key part in delivering LSEG’s product‑led, client‑centric strategy.
Leadership & Strategy
- Define and implement the customer success strategy aligned with business goals and strategy.
- Actively engage with Sales and key stakeholders across the business, to understand client and market dynamics, translating insights into actionable objectives.
- Drive a customer success culture through Operations and the wider organisation.
- Provide hands‑on leadership and coaching fostering a high‑performance culture.
- Drive a culture of client‑centricity, accountability, and continuous improvement.
Client Engagement & Retention
- Build and maintain strong relationships with key clients, including C‑level and senior stakeholders.
- Develop and maintain tailored Customer Success Plans based on direct 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 and priorities.
- Handle conflict and escalations with empathy and effectiveness.
Operational Excellence
- Develop and monitor client critical metrics such as client retention, client 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 effectively.
- Develop and implement a comprehensive client communication strategy to ensure timely, clear, and consistent operational updates and product/technology enhancements.
Voice of the Customer
- 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.
Regulatory & Operational Risk Management
- 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 (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 regulatory technology (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 the 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.
Equal Opportunity Employer
We are a proud 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.
Benefits
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and well‑being initiatives.
Senior Manager, Client Success – Regulatory Reporting employer: LSEG
LSEG is an exceptional employer that prioritises client success and operational excellence within the dynamic field of regulatory reporting. With a strong commitment to employee growth, we foster a collaborative work culture that encourages innovation and continuous improvement, while offering tailored benefits such as healthcare, retirement planning, and well-being initiatives. Join us in a role that not only values your expertise but also empowers you to make a meaningful impact on our clients' success.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Client Success – Regulatory Reporting
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their regulatory reporting solutions and think about how your experience aligns with their needs. This will help you stand out and show that you’re genuinely interested in the role.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences make you the perfect fit for the Senior Manager, Client Success role. Keep it concise but impactful, focusing on your client-centric approach and leadership experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and take the initiative to engage directly with us.
We think you need these skills to ace Senior Manager, Client Success – Regulatory Reporting
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer success and regulatory reporting. We want to see how your skills align with our needs, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills:As a Senior Manager, you'll need to inspire and lead teams. Share examples of how you've successfully managed teams or projects in the past. We love seeing candidates who can demonstrate their ability to drive a high-performance culture.
Be Data-Driven:We’re all about using data to inform decisions. Include any experience you have with CRM tools or metrics that showcase your analytical skills. This will help us understand how you can contribute to improving client satisfaction and retention.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at LSEG
✨Know Your Regulatory Stuff
Make sure you brush up on your knowledge of regulatory reporting regimes like EMIR, MiFIR, and others mentioned in the job description. Being able to discuss these confidently will show that you understand the industry and can engage with clients effectively.
✨Showcase Your Client-Centric Approach
Prepare examples of how you've put clients first in previous roles. Think about times when you built strong relationships or resolved conflicts with empathy. This will demonstrate your alignment with the company's client-centric values.
✨Be Data-Driven
Since the role requires a data-driven mentality, come prepared with metrics or examples from your past experiences that highlight your ability to use data for decision-making. Discuss how you've improved customer experience based on insights you've gathered.
✨Demonstrate Leadership Skills
As a Senior Manager, you'll need to inspire and scale teams. Share specific instances where you've led a team or project successfully. Highlight your coaching style and how you foster a high-performance culture, as this will resonate well with the interviewers.
