Customer Success Manager

Grade Level (for internal use): 10 You will be part of the EMEA Customer Success team within S&P Global Energy. As part of the wider Customer Experience organization, the team is responsible for driving customer value, adoption, engagement, and long-term customer success. We partner closely with energy, commodities, trading, refining, shipping, LNG, power, and financial market participants to help them maximize the value of S&P Global Essential intelligence, data, analytics, and workflow solutions.

The team is focused on delivering value, building trust, and creating exceptional customer experiences through onboarding, education, proactive engagement, and strategic guidance.

Manage a portfolio of customers across Türkiye, CIS, and regional markets, ensuring strong adoption, retention, customer satisfaction, and long-term success. Successfully onboard new customers and deliver remote and in-person training programs tailored to customer workflows, business goals, and use cases. Build and maintain strong relationships with users and key stakeholders, becoming a trusted partner and primary point of contact throughout the customer lifecycle.

Proactively engage customers to understand their objectives, identify risks and opportunities, and ensure they achieve measurable business value from S&P Global solutions. Monitor customer engagement, adoption, and customer data to uncover opportunities for further engagement and value realization. Collaborate closely with Sales, Product Specialists, Product Management, Support, and Customer Experience teams to deliver a seamless customer journey. Serve as the voice of the customer by providing feedback and insights that help improve products, services, and the overall customer experience.

Anticipate customer challenges and proactively develop action plans to address them before they impact customer outcomes. Stay informed on industry developments, regional market dynamics, energy and commodity trends, and new S&P Global product enhancements. Maintain accurate and timely records of customer interactions, success plans, business reviews, and engagement activities within Gainsight.

Turkish National with the ability to work from Istanbul. Fluent Turkish, Russian, and English, with excellent verbal and written communication skills in all three languages. Bachelor's degree in Business, Economics, Finance, Energy, International Relations, Engineering, or a related discipline. An S&P Global employee at this level would typically have 3+ years of relevant experience in Customer Success, Account Management, Client Services, Consulting, Market Intelligence, or a similar customer-facing role.

Demonstrated ability to manage multiple customer relationships and priorities simultaneously. Strong presentation, facilitation, and customer engagement skills. Ability to analyse customer needs and translate them into actionable recommendations and success plans. Willingness and ability to travel within the region to support customer engagements. Experience with in the energy, commodities, financial markets, metals, shipping, LNG, petrochemicals, power, or broader natural resources sectors.

Knowledge of customer success methodologies, adoption frameworks, and value realization practices. Experience using Gainsight, Salesforce, Power BI, Tableau, or similar customer engagement and analytics platforms. Strong problem-solving and analytical skills with the ability to interpret customer data and identify growth opportunities. Experience delivering customer training, workshops, webinars, or enablement programs. Ability to engage with both operational users and senior business stakeholders.

Demonstrated curiosity and willingness to continuously learn…