Customer Success Manager

Grade Level (for internal use): 09

About the Team

The Customer Success team is a dynamic global organization where the work evolves daily. The team develops and executes data-driven processes to deliver a world-class customer experience. Your focus may include client migrations, onboarding new users, or supporting global strategic accounts across the corporate segment.

Responsibilities and Impact

In this role, you will manage the full customer journey across key lifecycle touchpoints, including onboarding, training, adoption, ongoing engagement, and renewal support. You will play an essential part in driving long-term client engagement, platform adoption, retention, user and usage growth, and account-level strategic objectives. Your interactions with clients will strengthen the organization's relationship with existing accounts and reinforce their decision to partner with S&P Global Market Intelligence.

By delivering a cohesive and proactive customer journey, you will help clients realize meaningful value from our analytical solutions and data services. This role directly influences renewal outcomes, usage expansion, and account health. Through targeted engagement plans, workflow training, value identification, and partnership with internal teams, you will play a central role in retention and growth. This position is an opportunity to deepen your client relationship skills while expanding your industry and product expertise.

You will help users adopt our platforms, understand new capabilities, and integrate our tools into their workflows. You will also build skills that support multiple career paths within Customer Success, Relationship Management, Sales, or Product. The environment encourages ongoing learning, initiative, and thoughtful problem solving.

Responsibilities

• Developing and executing proactive and ongoing engagement initiatives across the customer journey in collaboration with Marketing, Product, and account teams
• Driving continuous service improvement with a strong focus on platform adoption, usage growth, and value realization
• Building and evolving account profiles in Salesforce, including affiliations, departmental footprint, business priorities, and changes in user needs
• Delivering role-specific product, workflow, and new-release training in person or virtually, ensuring clients understand and adopt new functionality
• Partnering with Product Specialists and Product Management to understand new enhancements and share client feedback that helps influence the roadmap
• Leveraging usage analytics to identify trends, inform renewal strategies, and uncover opportunities for adoption or potential upsells
• Developing a deep understanding of client objectives and industry trends and translating that insight into practical recommendations, serving as a trusted advisor across client projects and initiatives
• Serving as the client's voice internally and ensuring enhancement requests and recurring themes reach the appropriate teams
• Using CRM and engagement tools such as Salesforce and SalesLoft or Cadence to track activity, manage outreach, and execute structured engagement plans

Requirements

Basic Required Qualifications

• Strong MS Office skills, including Word, Excel, and PowerPoint
• Two to five years of work experience, ideally in financial services, customer success, client-facing roles, account management, or consultative sales environments
• Experience using CRM systems such as Salesforce, with comfort navigating engagement or cadence tools
• A positive, proactive attitude and the ability to work collaboratively in a fast-moving environment
• Exceptional listening and communication skills with the ability to convey complex information clearly and concisely
• Proven ability to build strong relationships with senior client stakeholders and maintain a high level of client satisfaction
• Strong organizational skills, with the ability to prioritize, multitask, and manage competing demands
• Curiosity, problem-solving ability, and an interest in understanding market trends and client needs

Additional Preferred Qualifications

• Bachelor's degree required, preferably in Finance, Economics, Business, or a related field
• Customer Success or account management certification (such as Customer Success Association certification, Salesforce Administrator certification, or similar professional credentials)
• Experience with financial data platforms or market intelligence tools (such as Bloomberg Terminal, Refinitiv, FactSet, or similar analytical platforms used in investment research and financial analysis)
• Proficiency with data analytics and visualization tools (such as Tableau, Power BI, Looker, or similar platforms for interpreting usage metrics and client engagement data)
• Demonstrated track record of achieving measurable customer outcomes (including retention rates above 90%, successful management of enterprise accounts with ACV over $100K, or proven experience driving platform adoption increases)

Right to Work

This role is limited to persons with indefinite right to work in the United States.

Pay

The anticipated base salary range for this position is $59,212 to $84,048. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications. In addition to base compensation, this role is eligible for an annual incentive bonus.

Benefits

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries