S&P Global

Senior Customer Success Manager

S&P Global

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

About the role

  • Lead proactive and innovative customer engagement initiatives in close collaboration with Marketing, Product, Account Management, and Sales teams.
  • Cultivate strong relationships with power users and key stakeholders.
  • Develop specialization in key industry verticals or customer segments.
  • Stay attuned to client business objectives and market trends to identify tailored solutions.
  • Deliver tailored training sessions (virtual/in-person) aligned to user roles and workflows.
  • Continuously deepen understanding of Data & Research products and services, including new features and offerings.
  • Act as a knowledge resource across the team by sharing best practices, campaign strategies, and leading special projects or initiatives.
  • Drive user adoption and product usage growth through targeted campaigns, webinars, and one-on-one engagements.
  • Maintain strong relationships across user personas.
  • Analyze and evolve customer profiles within Salesforce, capturing key attributes such as departmental use, geographic presence, and business objectives.
  • Partner with fellow CSMs to evaluate engagement across product areas and accounts, aligning on opportunities for coordinated outreach or specialization.
  • Monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the develop of renewal proposals and potentially identify upsell opportunities.
  • Capture and synthesize client feedback, ensuring enhancement requests are routed to the appropriate product stakeholders.
  • Influence product roadmaps by surfacing customer insights and trends.
  • Evolve the digital customer engagement strategy to scale impact across the userbase.
  • Leverage webinars, digital channels, automation tools, and data insights to drive product adoption.
  • Leverage CRM and engagement platforms (e.g., Salesforce, ChurnZero) to plan, track, and optimize client interactions and campaigns.

Requirements

  • Bachelor's degree required (Finance, Economics or related field preferred)
  • 3-5 years work experience (experience in financial services industry and/or in a sales/account management role preferred)
  • Language skills preferred (French, Spanish, Italian)
  • Any knowledge of CRM systems (such as Salesforce, ChurnZero, SalesLoft), data analytics (Power BI), or research platforms would be advantageous
Benefits
  • Health & Wellness: Health care coverage designed for the mind and body.
  • Flexible Downtime: Generous time off helps keep you energized for your time on.
  • Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
  • Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
  • Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
  • Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analyticscustomer engagementproduct adoptiontraining developmentaccount managementcustomer insightscampaign strategiesclient feedback synthesisupsell opportunitiesdigital engagement strategy
Soft Skills
relationship buildingcollaborationcommunicationinfluenceproactive problem solvingadaptabilitystrategic thinkingcustomer focusteam leadershipstakeholder management