Customer Success Team Lead

Grade Level (for internal use): 11 The Associate CS team supports three areas of the business: the core With Intelligence platform, Investor Solutions and PMR.   While each serves different customers and use cases, they share similar Customer Success challenges around adoption, engagement, retention and demonstrating ongoing value.   As With Intelligence continues to grow, we are looking for an experienced Customer Success Team Lead to build and develop a high-performing team across these verticals.

This is a hands-on people leadership role focused on reducing churn, improving customer engagement and raising the overall standard of Customer Success across the Associate, Trad, PMR and Investor Solutions teams.   You will coach and develop Customer Success Managers, own team performance and help build the processes, standards and ways of working required to deliver strong commercial results.   This is very much a lead-by-example role . We are looking for someone who creates momentum, brings original ideas and takes ownership without waiting for direction. You should be comfortable getting involved in the detail, solving problems yourself and setting the standard you expect from the wider team.   You will work closely with Account Management, Sales, Product and Marketing to improve adoption, retention, GRR, NRR and customer satisfaction.

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.

Previous experience leading or mentoring a Customer Success, Account Management or Client Services team.   A strong coach who can raise standards and get the best from others.   A genuine self-starter who takes ownership and does not wait to be told what needs doing.   Someone who brings ideas, challenges existing ways of working and looks for better solutions.   A hands-on leader who leads by example rather than simply delegating.   Strong commercial awareness and a clear understanding of retention and customer value.   Highly organised , with strong prioritisation and execution skills.   Confident using data and dashboards to understand performance and drive action.   Excellent communication and stakeholder-management skills.   Comfortable working in a fast-paced environment where processes are still evolving.   Experience with Salesforce, ChurnZero , Outreach or similar platforms.   Experience within financial services, data, SaaS or private markets is advantageous.   Success will mean:   Building a high-performing, accountable Customer Success team.   Creating a culture of ownership, initiative and continuous improvement.   Raising the quality and consistency of customer engagement.   Improving retention, GRR, NRR and product adoption.   Identifying problems early and taking action rather than waiting for escalation.   Building scalable Customer Success processes and best practices.   Providing senior management with clear, useful and actionable reporting.   Recruiting, developing and retaining strong CS talent.   About S&P Global Market