Senior Customer Success Manager at S&P Global

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Market Intelligence, Risk & ValuationIndustries

Requirements

3+ years relevant experience in customer-facing organizations with a deep knowledge and understanding of Customer Success Management, Sales, Client Services
Credit expertise/Financial background highly desired
Proficiency in additional European languages (French, German, Italian, Spanish)
Strong stakeholder management skills – Highly collaborative personality, with experience building strong cross-functional partnerships plus the ability to influence
Strong empathy for customers and passion for revenue growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning

Responsibilities

Drive Customer Success Outcomes: Through engaging with clients, provide the account management team with ammunition in order to increase renewal rates and reduce churn
Influence future lifetime value through driving higher S&P Capital IQ Pro, Ratings Direct and Credit Analytics product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability – identify referral opportunities for S&P Global Market Intelligence and cross-divisional services
Define and Optimize Customer Lifecycle: Map customer journey
Identify opportunities for continuous improvement - raise product enhancement queries, and take ownership on communication of client feedback to product team
Learn from best practices in industry
Ongoing learning, deepening the credit knowledge of the suite of products and services offered, and ongoing enhancements and new offerings and how they relate to customers
Training – focus on deep credit knowledge, with thorough understanding of credit research and the full R&VS and D&R value proposition
Targeted engagement on new functionality – with a focus on new research/relative interesting themes
Collaborate with Account Management, Sales, Product, and Support teams to project manage large, coordinated efforts around Ratings Direct users
Drive adoption of tools that support and enable Customer Success Managers to be more effective (i.e., Salesforce, Churnzero, Calendly, etc.)

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementClient EngagementRisk ManagementCredit AnalysisData AnalyticsRenewal ManagementChurn ReductionClient AdoptionStrategic Account Planning

Questions & Answers

Common questions about this position

What is the team structure like for this Customer Success Manager role?

Customer Success Management is a dynamic global team responsible for successful customer journeys, long-term client engagement, and supporting Risk & Valuation Services (R&VS) and Desktop & Research (D&R) clients. The team acts as experts in credit, risk, and data spaces, reaching across all account types with a focus on top accounts.

What are the main responsibilities of the Senior Customer Success Manager?

Responsibilities include driving customer success outcomes by engaging clients to increase renewals and reduce churn, influencing lifetime value through product adoption, mapping customer lifecycles, optimizing journeys, and deepening knowledge of credit products and services.

What kind of company culture does the Customer Success team have at S&P Global?

The team is dynamic and global with daily changing work, focused on data-driven approaches to deliver world-class customer experiences, acting as experts in credit, risk, and data while supporting strategic objectives.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What salary or compensation is offered for this role?

This information is not specified in the job description.

S&P Global

Provides financial information and analytics services

About S&P Global

S&P Global provides financial information and analytics to a wide range of clients, including investors, corporations, and governments. The company offers services such as credit ratings, market intelligence, and indices, which help clients understand and navigate the global financial market. S&P Global's products work by utilizing advanced data analytics and research to deliver insights that assist clients in making informed decisions and managing risks. Unlike many competitors, S&P Global has a diverse range of divisions, including S&P Global Ratings and S&P Dow Jones Indices, which allows it to cater to various financial needs. The company's goal is to support clients in driving growth while also committing to corporate responsibility and positive societal impact.

New York City, New YorkHeadquarters

1917Year Founded

IPOCompany Stage

Data & Analytics, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Professional Development Budget

401(k) Company Match

Family Planning Benefits

Employee Discounts

Risks

Integration challenges with new acquisitions like ProntoNLP may cause operational issues.

Increased competition from AI-driven platforms like Brooklyn Investment Group.

Dependence on volatile credit ratings market could impact revenue stability.

Differentiation

S&P Global integrates advanced AI tools for superior financial analytics capabilities.

The company offers comprehensive ESG solutions, meeting growing sustainability demands.

S&P Global's diverse divisions provide a wide range of financial services globally.

Upsides

Acquisition of ProntoNLP boosts data analytics and sentiment scoring capabilities.

Rising demand for ESG data enhances S&P Global's market position.

Expansion into India strengthens S&P Global's research and insights offerings.

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