Customer Success Leader: Retention & Growth

S&P Global; Greater London; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Health & Wellness

Flexible Downtime

Continuous Learning

Retirement planning

Family-friendly perks

Job summary

S&P Global is seeking an experienced Customer Success Team Lead to build and develop a high-performing team across With Intelligence verticals. You will coach and develop Customer Success Managers, own team performance and help establish the processes and standards required to deliver strong commercial results.

You will work closely with Account Management, Sales, Product and Marketing to improve adoption, retention, GRR, NRR and customer satisfaction while leading by example in a fast-paced

Qualifications

• Experience leading or mentoring a Customer Success, Account Management or Client Services team.
• A strong coach who raises standards and gets the best from others.
• Hands-on leader who takes ownership and drives improvements.

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.

Skills

People leadership

Coaching

Data-driven

Stakeholder management

Communication

Tools

Salesforce

ChurnZero

Outreach

Job description

S&P Global is seeking an experienced Customer Success Team Lead to build and develop a high-performing team across With Intelligence verticals. You will coach and develop Customer Success Managers, own team performance and help establish the processes and standards required to deliver strong commercial results.

You will work closely with Account Management, Sales, Product and Marketing to improve adoption, retention, GRR, NRR and customer satisfaction while leading by example in a fast-paced