Customer Success Manager Toronto, CA

Customer Success Managers (CSMs) connect our most strategic clients to Refinitiv's portfolio of software & desktop solutions. This specialist plays a key role in ensuring our customers discover the full power of Refinitiv by implementing workflow solutions while continuously providing scalable yet adaptable guidance.

In a role that is comprised of relationship management, education, and deep functional expertise, CSMs will lead successful adoption and expansion of our services within their assigned accounts. Equal parts trusted advisor and roadmap architect, the CSM designs and implements activities with key decision makers, assists in reducing risk of competition and finds opportunities in their accounts. By redesigning our client's business through user adoption of our suite of solutions, the CSM crafts the conditions for optimal renewal and upsell growth.

Role Overview

• Clearly define business outcomes and craft a comprehensive success plan to include customer objectives, partners, achievements, risks and metrics needed to achieve them.
• Demonstrate and educate new customers on content and technology in a manner that is tailored to their specific use-case.
• Monitor usage data, health gauges and growth opportunities in order to build relevant insights and strategically pivot when necessary.
• Prompt Refinitiv business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
• Ensure customers derive maximum value from their investment, apply all licenses and collaborate with other Refinitiv partner teams to ensure retention and growth.
• Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption. Your Success: A CSMs success will be measured by:
• Breadth & depth of customer relationships
• Issue and risk mitigation management
• Contributions to role and process improvement
• Portfolio attrition
• Adoption What You Bring:
• 3-5 years of commercial experience in B2B consultative selling, preferably in a SaaS company.
• Strong knowledge & experience in the Investment Banking space.
• Ability to map a customer's business process to product capability.
• Strong ability to collaborate with internal operational and account management teams.
• Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers.
• Experience facilitating customer meetings and addressing an audience in a concise, inspirational and convincing manner.
• Strong project management, technical and problem solving skills.
• Ability to travel onsite when required.
• BA/BS degree. Compensation Information:

LSEG is committed to offering competitive compensation. The anticipated range of compensation for this position is CAD117,300 - CAD141,400. 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:

Senior Associate

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.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject .

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.