Customer Success Manager

About the Role

Grade Level (for internal use): 09

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.

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 include:

• 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 Sales Loft or Cadence to track activity, manage outreach, and execute structured engagement plans.

• Bachelor’s degree required, preferably in Finance, Economics, Business, or a related field.
• 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.