Associated Director, Customer Success

spgi; Perth; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Health & Wellness

Flexible Downtime

Job summary

S&P Global Energy in Australia seeks an Associate Director, Customer Success to lead a six‑person APAC CS team. You will coach, mentor, and monitor KPIs while partnering with commercial teams to grow revenue and ensure successful adoption of upstream oil and gas solutions.

You will drive customer relationships, conduct health checks, and deliver business reviews to mitigate churn and demonstrate value. Travel within APAC as needed.

Qualifications

• Degree in Geoscience, Petroleum Engineering, Petroleum Economics, or related discipline.
• Oil and gas industry experience with an operator or service company.
• Management experience with coaching, mentoring, and team development.
• Exceptional written and verbal communication to interact with all staff and customers.
• Strong presentation and product demonstration skills; travel within APAC as required.

Responsibilities

• Lead and develop a team of six Customer Success Managers across APAC through coaching, performance management, and KPI monitoring.
• Drive growth and customer retention in Oceania by building trusted relationships and ensuring adoption of upstream solutions.
• Partner with commercial teams to align regional initiatives, manage escalations, and identify upsell opportunities.
• Conduct regular business reviews, health assessments, and training to address concerns and mitigate churn.
• Leverage CRM and CS platforms (Salesforce, Gainsight) to optimize team performance and outcomes.
• Serve as SME and primary liaison between customers and internal teams on products and service delivery.

Skills

Leadership & coaching

KPI monitoring

Relationship building

Communication (written & verbal)

Presentation & demos

Data-driven decision making

Education

Geoscience / Petroleum related degree

Tools

Salesforce

Gainsight

Job description

About the Role

Grade Level (for internal use): 11 The Role: Associate Director, Customer Success

The Team

The Asia Pacific Customer Success Team is a highly motivated and cohesive team that is forward-looking and collaborative in serving customers. Colleagues, prospects, and customers appreciate the team's efforts in demonstrating value using S&P Global Energy's services, creating positive reinforcement for each individual's contributions.

Responsibilities and Impact

• Lead and develop a team of six Customer Success Managers across the APAC region through coaching, performance management, and KPI monitoring to drive consistency and service excellence
• Drive business growth and customer retention in the Oceania region by building trusted relationships with key stakeholders and ensuring successful adoption of S&P Global Energy's upstream oil and gas solutions
• Partner strategically with commercial teams to align on regional initiatives, manage escalations, and identify upsell/cross-sell opportunities to maximize revenue potential
• Conduct regular customer business reviews, health assessments, and training sessions to proactively address concerns, mitigate churn risk, and demonstrate measurable value
• Leverage data-driven insights from CRM and customer success platforms such as Salesforce and Gainsight to optimize team performance and customer outcomes
• Act as subject matter expert and primary liaison between customers and internal teams, ensuring seamless coordination on product issues, technology solutions, and service delivery

What We're Looking For

Basic Required Qualifications

• Degree in Geoscience, Petroleum Engineering, Petroleum Economics, or related discipline
• Experience of oil and gas industry experience with an operator or service company
• Management experience with demonstrated ability to coach, mentor, and develop team members
• Exceptional communication skills (written and verbal) to effectively interact with all staff levels and customers
• Strong presentation and demonstration skills with ability to build customized product demonstrationsAbility to travel within the APAC region as required

Additional Preferred Qualifications

• Experience with CRM platforms such as Salesforce, customer success tools like Gainsight, or similar customer management technologies
• Familiarity with AI technologies and data analytics applications in customer success and team management
• Proven track record of driving change, innovation, and helping teams adapt to evolving business needs
• Strong organizational and time management skills with ability to work independently under pressure

About S&P Global Energy

At S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long-term, sustainable value. Our four core capabilities are: Platts for news and pricing; CERA for research and advisory; Horizons for energy expansion and sustainability solutions; and Events for industry collaboration.

S&P Global Energy is a division of S&P Global (NYSE: SPGI). S&P Global enables businesses, governments, and individuals with trusted data, expertise, and technology to make decisions with conviction. We are Advancing Essential Intelligence through world-leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive economically in a rapidly changing global landscape. Learn more at www.spglobal.com/energy.

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

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous t