Senior Customer Success Manager

S&P Global, Inc.; City of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services firm in London is seeking a Customer Success Manager to enhance client relationships and drive engagement. The ideal candidate will have over 3 years of experience, strong stakeholder management skills, and the ability to support strategic objectives. This role offers competitive benefits including flexible downtime and opportunities for continuous learning.

Benefits

Health care coverage

Generous time off

Access to learning resources

Competitive pay and retirement planning

Family-friendly perks

Retail discounts

Qualifications

• 3+ years of relevant experience in customer-facing roles.
• Deep knowledge and understanding of Customer Success Management and Sales.
• Strong empathy for customers with a passion for revenue growth.

Responsibilities

• Drive Customer Success outcomes by engaging with clients.
• Influence lifetime value by driving higher product adoption.
• Map customer journey and identify continuous improvement opportunities.

Skills

Customer Success Management

Stakeholder management

Analytical mindset

Communication skills

Proficiency in additional European languages

Job description

About the Role:

Grade Level (for internal use): 10

The Team: Customer Success Management is a dynamic global team where the work changes daily. The team is responsible for a successful customer journey and touchpoints that create long‑term client engagement, driving adoption, retention, user/usage growth, and supporting strategic objectives at the account level. This team develops and executes data‑driven approaches to deliver a world‑class customer experience.

The Customer Success Management team directly supports the Risk & Valuation Services (RVS) and Desktop & Research (DR) clients and organizations. This team acts as experts in the credit, risk and data spaces. They have a strong understanding of the different personas and workflows and can have credible diagnostic conversations with clients or prospects. The S&P Global Market Intelligence business units bring together cutting‑edge analytics, differentiated data, technology, and workflow solutions to help our clients stay ahead of the competition, pinpoint risk exposures, and spot the right opportunities in an unpredictable market environment. The team reaches across all account types and client segments with a focus on our top accounts.

The Impact: The CSM team's interactions with the client reaffirm and strengthen the organization's relationship with existing accounts and their decision to work with S&P Global Market Intelligence. Through delivering a positive overall client experience, supporting strategic objectives on the account level, and driving increased client adoption, this team educates and spreads awareness within our client base about S&P Global Market Intelligence's capabilities. These efforts are a critical factor in revenue retention and growth.

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 RVS and DR 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.).

Required Experience/Skills:

• 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 and improvement.
• Excellent communication and presentation skills.

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.

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 [e-mail] and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster discusses discrimination protections under federal law. Pay Transparency Nondiscrimination Provision: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

Job ID: 322789
Posted On: 2025-11-20
Location: London, United Kingdom

20 – Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 – Middle Professional Tier I (EEO Job Group)