Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Engaged Employer

London Stock Exchange Group

Compare

4.0

based on 853 Reviews

268 London Stock Exchange Group Jobs

Senior Manager, Digital Customer Success, APAC

Refinitiv

4.0

based on 853 Reviews

5-9 years

Mumbai

1 vacancy

Senior Manager, Digital Customer Success, APAC

London Stock Exchange Group

posted 5d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analysis Healthcare Operations Recruitment Key Account Management Employee Engagement

+ 4 more

Job Description

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:

1. 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.

2. 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.

3. 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.

4. 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 companys values: Integrity, Partnership, Excellence, and Change.

Employment Type: Full Time, Permanent

Read full job description

Prepare for Senior Manager roles with real interview advice

What people at London Stock Exchange Group are saying

1.5

Rating based on 2 Senior Manager reviews

Anonymous · BFSI, Investments & Trading in Bangalore / Bengaluru

Likes

Nothing, It's an Old Company with Old People.

Dislikes

No Job Security at all, Old people will judge you based on their old mindset, and ultimately put you in PIP, followed by asking you to put down your papers. Worst!!!