Manager, Digital Customer Success Risk Intelligence
LSEG (London Stock Exchange Group) · Cape Town, Western Cape
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Start free — we apply for you →- The Team Leader, Digital Customer Success Risk Intelligence is responsible for leading a team of Digital Customer Success Managers focused on driving customer value, adoption, retention, and scalable engagement across the Risk Intelligence customer portfolio.
- The role combines people leadership, customer success strategy, operational excellence, and cross-functional collaboration to ensure customers achieve measurable business outcomes while maximizing product utilization and minimizing churn risk. The Team Leader serves as a coach, mentor, and strategic partner, creating a high-performing team culture while contributing to the broader Customer Success strategy.
Key Responsibilities
People Leadership & Team Development
- Lead, coach, and develop a team of Digital Customer Success Managers.
- Set clear performance expectations aligned with organizational objectives and customer success outcomes.
- Conduct regular 1:1 meetings, performance reviews, and career development discussions.
- Foster a culture of accountability, continuous learning, collaboration, and customer-centricity.
- Identify skill gaps and implement targeted development plans.
- Support talent succession planning and employee engagement initiatives.
Customer Retention & Growth
- Own team performance against retention, renewal, adoption, and customer engagement targets.
- Monitor customer health indicators and ensure proactive risk mitigation strategies are implemented.
- Drive execution of renewal readiness and churn prevention initiatives.
- Ensure the team effectively identifies opportunities to increase product adoption and customer value realization.
- Partner with Sales, Account Management, and Specialist teams to support expansion opportunities.
Customer Engagement Strategy
- Develop and execute scalable customer engagement programs tailored to Risk Intelligence customers.
- Ensure customers receive timely guidance, best practices, educational content, and success planning support.
- Drive digital-first customer success strategies that improve reach, efficiency, and customer outcomes.
- Monitor engagement effectiveness and continuously optimize customer journeys.
Operational Excellence
- Manage team performance through data-driven decision making and KPI management.
- Maintain accurate forecasting for retention risks and customer success initiatives.
- Ensure consistent usage of CRM, customer success platforms, and reporting tools.
- Identify operational inefficiencies and implement process improvements.
- Support strategic planning, territory management, and resource allocation activities.
Stakeholder Management
- Collaborate closely with Product, Marketing, Sales, Operations, and Customer Experience teams.
- Act as the voice of the customer by communicating customer feedback, trends, and improvement opportunities.
- Partner with senior leadership on strategic initiatives designed to improve customer outcomes and business performance.
- Contribute to organizational transformation and AI-enabled customer success initiatives.
WHAT YOU'LL BRING
- Confirmed experience in customer success, preferably in data or SaaS environments.
- Strong leadership and coaching skills with a track record of building high-performing teams.
- Deep understanding of data workflows, client integration challenges, and value realization strategies.
- Analytical mentality with the ability to interpret usage data and translate it into actionable insights.
- Excellent communication and partner leadership skills across global teams.