Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Senior Customer Success Manager focusing on client migrations and onboarding at S&P Global. Lead customer engagement and relationships across global strategic accounts.
Responsibilities
- 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
- Strong MS office (Word, Excel, PowerPoint) skills
- 3 - 5 years work experience
- Positive, proactive attitude and ability to work well in teams
- Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
- Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction
- Goal and action orientated, with ability to organize, multi-task and prioritize in a fast-paced environment
- Experience in a consultative sales or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations
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.
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