Senior Customer Success Manager

About the Role:

Grade Level (for internal use): 10

The Team: It's a dynamic global team, where the work changes daily. You are responsible for a successful customer journey and touch points that create long term client engagement, driving adoption, retention, user/usage growth and supporting strategic objectives on the account level. This team will develop and execute data driven processes to deliver world class customer experience. Your role may focus on migration, onboarding or global strategic accounts.

Responsibilities:

• Lead proactive and innovative customer engagement initiatives in close collaboration with Marketing, Product, Account Management, and Sales teams. Cultivate strong relationships with power users and key stakeholders.
• Develop specialization in key industry verticals or customer segments. Stay attuned to client business objectives and market trends to identify tailored solutions. Deliver tailored training sessions (virtual/in person) aligned to user roles and workflows.
• Continuously deepen understanding of Data & Research products and services, including new features and offerings. Act as a knowledge resource across the team by sharing best practices, campaign strategies, and leading special projects or initiatives.
• Drive user adoption and product usage growth through targeted campaigns, webinars, and one on one engagements. Maintain strong relationships across user personas.
• Analyze and evolve customer profiles within Salesforce, capturing key attributes such as departmental use, geographic presence, and business objectives.
• Partner with fellow CSMs to evaluate engagement across product areas and accounts, aligning on opportunities for coordinated outreach or specialization.
• Monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support the development of renewal proposals and potentially identify upsell opportunities.
• Capture and synthesize client feedback, ensuring enhancement requests are routed to the appropriate product stakeholders. Influence product roadmaps by surfacing customer insights and trends.
• Evolve the digital customer engagement strategy to scale impact across the userbase. Leverage webinars, digital channels, automation tools, and data insights to drive product adoption.
• Leverage CRM and engagement platforms (e.g., Salesforce, ChurnZero) to plan, track, and optimize client interactions and campaigns.

What We're Looking For:

• Positive, proactive attitude and ability to work well in teams.
• Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner.
• Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction.
• Goal and action oriented, with ability to organize, multi task and prioritize in a fast paced environment.
• Experience in a consultative sales or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations.

Basic Qualifications:

• Bachelor's degree required (Finance, Economics or related field preferred).
• 3 5 years work experience (experience in financial services industry and/or in a sales/account management role preferred).
• Language skills preferred (French, Spanish, Italian).
• Any knowledge of CRM systems (such as Salesforce, ChurnZero, SalesLoft), data analytics (Power BI), or research platforms would be advantageous.

About S&P Global Market Intelligence

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 insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction. For more information, visit

What's In It For You?

Our Mission: Advancing Essential Intelligence.

Our People: We're more than 35,000 strong worldwide-so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all. From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it, we are changing the way people see things and empowering them to make an impact on the world we live in. We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values: Integrity, Discovery, Partnership.

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.

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to and your request will be forwarded to the appropriate person.