Senior Customer Success Manager
Descrizione dell'offerta
Senior Customer Success Manager
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About the Role
Grade Level: 10.
The Customer Success Management team is a dynamic global team focused on ensuring a successful customer journey. The team creates long‑term client engagement, drives adoption, retention, user/usage growth, and supports strategic objectives at the account level.
The team directly supports Risk & Valuation Services (R&VS) and Desktop & Research (D&R) clients. They specialize in credit, risk and data, and engage with diverse personas and workflows, providing credible diagnostic conversations.
The S&P Global Market Intelligence business units combine analytics, data, technology, and workflow solutions to help clients stay ahead of the competition, pinpoint risk exposures, and identify opportunities in an unpredictable market.
Impact
By delivering a positive overall client experience, the CSM team strengthens relationships with existing accounts and supports strategic objectives, driving increased client adoption and contributing to revenue retention and growth.
Responsibilities
- Engage with clients to provide account management with insights that increase renewal rates and reduce churn.
- Influence future lifetime value by driving higher adoption of S&P Capital IQ Pro, Ratings Direct, and Credit Analytics products, improving customer satisfaction and health scores.
- Drive new business growth through advocacy and references, identifying referral opportunities for S&P Global Market Intelligence and cross‑divisional services.
- Define and optimize the customer lifecycle, map the customer journey, and identify continuous improvement opportunities.
- Raise product enhancement queries and communicate client feedback to product teams.
- Learn best practices in the industry, deepen credit knowledge, and continually enhance understanding of new offerings.
- Provide training focused on deep credit knowledge and the full R&VS and D&R value proposition.
- Target engagement on new functionality with a focus on new research and related themes.
- Collaborate with Account Management, Sales, Product, and Support teams to manage large, coordinated efforts around Ratings Direct users.
- Drive adoption of tools such as Salesforce, ChurnZero, Calendly, and others that enable Customer Success Managers to be more effective.
Required Experience & Skills
- 3+ years in customer‑facing roles with deep knowledge of Customer Success Management, Sales, or Client Services.
- Credit expertise / financial background highly desired.
- Proficiency in additional European languages (French, German, Italian, Spanish).
- Strong stakeholder management and collaboration skills, with the ability to influence cross‑functional partners.
- Strong empathy for customers and a passion for revenue growth.
- Deep understanding of value drivers in recurring revenue business models.
- Analytical and process‑oriented mindset.
- Demonstrated commitment to continuous learning and improvement.
- Excellent communication and presentation skills.
About S&P Global Market Intelligence
At S&P Global Market Intelligence, a division of S&P Global, we provide unrivaled insights, data and technology solutions to help customers make confident decisions.
For more information, visit
Benefits
We take care of you so you can take care of business.
- Health & Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off supports energy and productivity.
- Continuous Learning: Resources to grow your career and acquire new skills.
- Invest in Your Future: Competitive pay, retirement planning, education programs, and financial wellness initiatives.
- Family Friendly Perks: Benefits for employees, partners and children.
- Beyond the Basics: Retail discounts, referral incentives, and other perks.
For more information on benefits by country, visit
Global Hiring and Opportunity at S&P Global
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Equal Opportunity Employer
S&P Global is an equal opportunity employer; all qualified candidates will receive consideration without regard to any protected status. Only electronic job submissions are considered.
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Location: London, United Kingdom