Senior Customer Success Manager

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 (R&VS) and Desktop & Research (D&R) 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.

• 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 R&VS and D&R 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.).

• 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 and 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.

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled…