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Customer Success Team Lead at S&P Global in London, UK
Job Description
Customer Success Team Lead
Location: London, UK · Hybrid
About the Role:
Grade Level (for internal use):
11The Associate CS team supports three areas of the business: the core With Intelligence platform, Investor Solutions and PMR.
While each serves different customers and use cases, they share similar Customer Success challenges around adoption, engagement, retention and demonstrating ongoing value.
As With Intelligence continues to grow, we are looking for an experienced Customer Success Team Lead to build and develop a high-performing team across these verticals.
The Role
This is a hands-on people leadership role focused on reducing churn, improving customer engagement and raising the overall standard of Customer Success across the Associate, Trad, PMR and Investor Solutions teams.
You will coach and develop Customer Success Managers, own team performance and help build the processes, standards and ways of working required to deliver strong commercial results.
This is very much a lead-by-example role. We are looking for someone who creates momentum, brings original ideas and takes ownership without waiting for direction. You should be comfortable getting involved in the detail, solving problems yourself and setting the standard you expect from the wider team.
You will work closely with Account Management, Sales, Product and Marketing to improve adoption, retention, GRR, NRR and customer satisfaction.
Key Responsibilities
Lead, coach and develop a team of Customer Success Managers.
Run effective 1:1s, team meetings, training and performance reviews.
Provide practical coaching through call listening, meeting reviews and ongoing feedback.
Set clear expectations and hold the team accountable for performance.
Own team KPIs across engagement, adoption, retention, GRR, NRR and renewals.
Use dashboards and CRM reporting to identify risks, trends and coaching opportunities.
Provide clear, actionable performance updates to senior management.
Improve and standardise onboarding, engagement, renewal and risk-management processes.
Create playbooks, outreach approaches, templates and customer communications.
Ensure strong CRM hygiene and consistent adherence to CS processes.
Support recruitment, onboarding and development of new team members.
Work cross-functionally to improve the overall customer experience and commercial performance.
What We're Looking For
Previous experience leading or mentoring a Customer Success, Account Management or Client Services team.
A strong coach who can raise standards and get the best from others.
A genuine self-starter who takes ownership and does not wait to be told what needs doing.
Someone who brings ideas, challenges existing ways of working and looks for better solutions.
A hands-on leader who leads by example rather than simply delegating.
Strong commercial awareness and a clear understanding of retention and customer value.
Highly organised, with strong prioritisation and execution skills.
Confident using data and dashboards to understand performance and drive action.
Excellent communication and stakeholder-management skills.
Comfortable working in a fast-paced environment where processes are still evolving.
Experience with Salesforce, ChurnZero, Outreach or similar platforms.
Experience within financial services, data, SaaS or private markets is advantageous.
Success will mean:
- Building a high-performing, accountable Customer Success team.
- Creating a culture of ownership, initiative and continuous improvement.
- Raising the quality and consistency of customer engagement.
- Improving retention, GRR, NRR and product adoption.
- Identifying problems early and taking action rather than waiting for escalation.
- Building scalable Customer Success processes and best practices.
- Providing senior management with clear, useful and actionable reporting.
- Recruiting, developing and retaining strong CS talent.
About S&P Global Market Intelligence
At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.
For more information, visit www.spglobal.com/marketintelligence.
What’s In It For You?
Our Mission:
Advancing Essential Intelligence.
Our People:
We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity, Discovery, Partnership
Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:
We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include:
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.
For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries
Global Hiring and Opportunity at S&P Global:
At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.
Recruitment Fraud Alert:
If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.
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Equal Opportunity Employer
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.
US Candidates Only: Know Your Rights: Workplace discrimination is illegal
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20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.2 - Middle Professional Tier II (EEO Job Group)