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Customer Success Manager in Tokyo – drive client success for LSEG’s Investment Banking solutions, building relationships and ensuring adoption.
Lead retention, training, and value creation for IB portfolios, collaborating with sales and product teams to enhance customer experience.
Role Summary
At LSEG, we connect clients with our solutions to support better outcomes across their workflows.
As a Customer Success Manager, you will work with us to build positive, trusted relationships with users of LSEG’s Desktop and Workflow Solutions, supporting them throughout their customer experience. Together, we help customers adopt, integrate, and extend our solutions within their daily workflows, while contributing to retention and long-term value across a defined portfolio of Investment Banking–focused accounts.
You will collaborate closely with Investment Banking professionals across coverage, M&A advisory, and capital markets (ECM / DCM) teams. By owning Customer Value Plans and delivering agreed outcomes, we aim to provide a consistent, inclusive, and high‑quality experience for a wide range of stakeholders and user communities. Come join our team in Tokyo!
What You’ll Be Doing
Client Outcomes & Value
Develop and deliver customer success strategies that support retention and balanced, long-term value creation.
Serve as a knowledgeable point of reference for your portfolio by using data and insights to identify risks, highlight opportunities, and support informed discussions about customer health.
Enablement & Training
Deliver engaging, tailored workflow-based demonstrations, training sessions, and presentations aligned to Investment Banking use cases and analytical workflows.
Support users in understanding how LSEG solutions can help them work more efficiently.
Relationship & Engagement
Build strong, authentic relationships with a diverse range of IB stakeholders, including junior and senior bankers, team leads, and management.
Participate in relevant industry forums and events to broaden perspectives, strengthen professional connections, and stay informed about evolving market trends.
Retention, Growth & Collaboration
Supervise adoption signals, renewal indicators, and success plan progress to proactively address potential risks and support growth opportunities.
Work closely with Account Managers and Sales Leaders to share actionable insights related to adoption, retention, and expansion.
Collaborate with Market Development, Product, Customer Proposition, and Customer Operations teams so customer feedback and diverse perspectives are reflected in product and business decisions.
Contribute to the continued evolution of the Customer Success Management Group, including improvements to tools, processes, and ways of working, while supporting team development through mentoring or coaching where appropriate.
Your Success
Success in this role will be reflected through:
- High-quality customer engagements, including onboarding, training, and value-focused interactions aligned to IB workflows.
- The depth and trust of relationships built across Investment Banking accounts.
- Effective, proactive management of retention-related risks and signals.
- Contribution to customer retention and growth through close partnership with sales teams.
- Ongoing input into improving services, processes, and collaboration practices.
What you'll bring:
- 2–5 years of experience in customer success, client relationship management, or pre-sales within a banking, financial data provider, or content organization.
- Understanding of financial markets, with experience supporting Investment Banking or Capital Markets users considered an advantage.
- Familiarity with key Investment Banking workflows, including advisory, capital markets, and client coverage activities.
- Experience in client-facing roles such as onboarding, implementations, training, product demonstrations, issue resolution, or retention initiatives.
- Ability to interpret data, identify trends, and translate complex information into practical insights.
- Clear and adaptable communication and presentation skills, with the ability to engage audiences across seniority levels.
- A collaborative, customer-focused mindset and the ability to thrive in a dynamic, fast‑paced environment.
- Bachelor's degree required; additional professional certifications (e.g., MBA, CFA/CFA Candidate, CMA) are a plus.
- Business-level proficiency in Japanese and English.
- Exposure to equities, fixed income, M&A, ECM/DCM, or financial modeling or basic coding (e.g., Python) is beneficial.
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.