Senior Manager of Client Management (Regulatory Reporting)

Requirements

• 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)
• Proven 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 mindset with experience using CRM and client success tools (e.g., Salesforce, Gainsight)
• (Desirable) Degree in Finance, Economics, Business, or a related field
• (Desirable) Experience working with buy-side and sell-side institutions, or within a regulatory reporting vendor or ARM/TR
• (Desirable) Experience developing and executing communication strategies in a regulated environment
• (Desirable) Familiarity with reporting platforms, trade repositories, and RegTech solutions
• 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

What the job involves

• Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions & 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, achieving high client satisfaction, client retention whilst delivering best in class account management and operational excellence
• The role also plays a key part in delivering the LSEG’s Product Led, Client Centric strategy
• Define and execute 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
• 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 identify 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
• Managing conflict and escalations with empathy and effectiveness
• Develop and monitor client KPIs 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
• Act as the internal champion for the voice of the customer, synthesising insights from client interactions, feedback, and surveys
• Communicate customer needs, pain points, 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 comply 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

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