Growth-Driven CS Team Lead — Retention & Adoption

spgi; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

S&P Global Market Intelligence is seeking an experienced Customer Success Team Lead to build and develop a high-performing CS team across multiple verticals including Associate, Trad, PMR and Investor Solutions. The role emphasizes coaching, process improvement and ownership, with cross-functional collaboration to reduce churn and raise overall customer value.

You will oversee performance, ensure strong CRM hygiene, and drive adoption, retention and renewals while reporting to senior management.

Qualifications

• Experience leading or mentoring a Customer Success, Account Management or Client Services team.
• Strong coaching skills with ability to raise standards and drive performance.
• Hands-on leader who takes ownership and acts without waiting for direction.

Responsibilities

• Lead, coach and develop a team of Customer Success Managers.
• Run effective 1:1s, team meetings and performance reviews.
• Use dashboards and CRM reporting to identify risks, trends and coaching opportunities.
• Improve onboarding, engagement, renewal and risk-management processes.

Skills

Leadership

Coaching

Ownership

Data-driven decisions

Stakeholder management

Communication

Fast-paced adaptability

Tools

Salesforce

ChurnZero

Outreach

Job description

S&P Global Market Intelligence is seeking an experienced Customer Success Team Lead to build and develop a high-performing CS team across multiple verticals including Associate, Trad, PMR and Investor Solutions. The role emphasizes coaching, process improvement and ownership, with cross-functional collaboration to reduce churn and raise overall customer value.

You will oversee performance, ensure strong CRM hygiene, and drive adoption, retention and renewals while reporting to senior management.