Head of Customer Success – Planning Solutions
S&P Global
full-time
Posted on:
Location Type: Hybrid
Location: London • Missouri • United States
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Salary
💰 $115,236 - $230,065 per year
Job Level
About the role
- Lead the Global Customer Success Team to unlock value across the entire customer journey, build long-term user relationships, and deliver impactful client outreach and engagement.
- Own revenue protection and growth by driving user/usage growth, retention, upsell, and product adoption across business units, in close partnership with Sales and the Planning Solutions Business Unit.
- Design and continuously evolve the Customer Success operating model (including team structure, segmentation, and engagement approach) in line with S&P Global Mobility’s evolving structure and strategic goals, including platform and product migration.
- Scale, manage, and develop a global team of Customer Success Managers (CSMs) and client-facing professionals, fostering a culture of accountability, continuous learning, and a client-first mindset.
- Collaborate with Business and Sales leaders to define and deliver on key KPIs (user/usage growth, retention, revenue growth, migration, and depth of relationships), using data insights to guide strategy and measure impact.
- Drive increased product adoption and support platform migration, ensuring CSMs provide deep product-level expertise, workflow understanding, and technical support to facilitate smooth transitions and ongoing value realization.
Requirements
- 10+ years of experience in client-facing roles (e.g., Customer Success, Account Management, Sales, Consulting, or similar), with a sophisticated understanding of global client workflows and relevant solutions.
- 5+ years of experience managing client-facing teams, ideally across multiple regions, with a proven track record of building and managing high-performing, complex teams.
- Demonstrated experience leading successful global transformations and designing/executing customer success or post-sales strategies that drive retention, revenue growth, and product adoption.
- Strong understanding of customer success principles and technology-enabled engagement tools, and how they support S&P Global Mobility’s vision and goals.
- Balanced strategic and operational mindset, with the ability to combine disciplined long-term planning with effective short-term execution.
- Transformational leadership capabilities, including the ability to lead teams through change, ambiguity, and re-organization.
- Excellent communication, presentation, organization, and negotiation skills, with the ability to influence and partner with senior stakeholders.
- Strong decision-making and prioritization skills, including the ability to make difficult trade-offs with incomplete information in a fast-moving environment.
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
customer successaccount managementsalesconsultingclient engagementrevenue growthproduct adoptiondata insightsKPI measurementworkflow understanding
Soft Skills
transformational leadershipcommunicationpresentationorganizationnegotiationinfluencedecision-makingprioritizationstrategic mindsetoperational mindset