At a Glance
- Tasks: Lead the Client Success team to enhance client retention and satisfaction in sustainability solutions.
- Company: Join ISS-STOXX, a leader in sustainability solutions with a commitment to diversity and inclusion.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities to influence and drive change in a global organisation.
- Why this job: Make a real impact in sustainability while leading a high-performing team.
- Qualifications: 10+ years in client-facing roles with strong leadership and communication skills.
The predicted salary is between 80000 - 100000 £ per year.
ISS-STOXX Sustainability Solutions is looking for a strategic, high-performing leader to oversee the Client Success organization. The ideal candidate will quickly learn existing workflows across key functions, take ownership of outcomes, and raise performance through clear operating rhythms and coaching. This leader will develop regional team leads and mobilize the global organization to deliver a consistently excellent client experience. Candidates must demonstrate the ability to collaborate with a broad set of stakeholders and advocate for client needs across research, product, sales, marketing, and operations. The role partners with business leadership to anticipate needs, surface risks early, and translate client insights into measurable retention and growth outcomes.
MAIN RESPONSIBILITIES
- Own client retention
- Set and execute a retention strategy that drives best-in-class renewals across regions and client segments
- Build a scalable playbook for renewal forecasting, risk mitigation, and executive escalations
- Partner with Sales to convert Client Success insights into qualified expansion opportunities (cross-sell/upsell)
- Define success metrics and run the operating cadence
- Establish global goals aligned to business priorities and translate them into actionable team plans
- Own customer health measurement (e.g., adoption, support trends, sentiment) and drive interventions for at-risk accounts
- Maintain dashboards and reporting in Salesforce for renewals, expansion, and service delivery
- Lead recurring business reviews (internal and client-facing) and communicate progress, risks, and outcomes to leadership
- Lead the Voice of the Client program
- Monitor captured client feedback and synthesize the needs
- Partner with Product and Research to prioritize enhancements using a transparent framework (impact, effort, revenue, risk)
- Coordinate with Marketing to communicate roadmap progress and amplify responsiveness through targeted campaigns
- Build and develop a high-performing team
- Develop regional leaders and create clear career paths, performance expectations, and succession plans
- Lead hiring, onboarding, and capacity planning to ensure coverage for Tier 1/strategic accounts and critical workflows
- Own enablement: keep the Knowledge Base current, establish best-practice playbooks, and standardize training across regions
- Coach team members through regular check-ins, skill-building, and development plans to support long-term growth at ISS-STOXX
- Serve as executive sponsor for strategic clients
- Build and maintain executive relationships with Tier 1 and strategic clients to increase satisfaction, adoption, and advocacy
- Lead complex escalations end-to-end, coordinating internal teams to deliver timely resolution and clear client communication
- Partner with Risk/Compliance and Legal where needed to support client due diligence, data/privacy questions, and contractual service obligations
Required skills and qualifications
- Experience: 10+ years in client-facing roles, including senior leadership of a Client Success, Account Management, or Services organization
- Commercial acumen: ability to influence expansion outcomes in partnership with Sales
- Domain expertise: strong understanding of capital markets, sustainable investing, institutional investors’ data use, and stewardship workflows
- Executive communication: exceptional written and verbal communication, strong presentation skills, and comfort engaging C-level stakeholders
- Operational rigor: proven ability to build metrics, dashboards, and operating cadences; proficiency with Salesforce (or equivalent CRM) and customer success tooling
- Program/project leadership: track record managing complex, long-term, multi-stakeholder programs from design through delivery
- Leadership style: entrepreneurial, curious, and outcomes-driven, with a coaching mindset and high bar for client experience
Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.
Head of Client Success - Sustainability Solutions employer: Dormont Manufacturing Co
At ISS-STOXX, we pride ourselves on being an exceptional employer that champions a culture of collaboration and innovation. Our commitment to sustainability solutions not only drives our business but also fosters a work environment where employees can thrive through continuous learning and development opportunities. With a focus on diversity and inclusion, we empower our team members to take ownership of their roles while providing the support needed to achieve both personal and professional growth in a dynamic and rewarding setting.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Success - Sustainability Solutions
✨Dive into Environmental Networks
Get involved with sustainability-focused organisations and attend their events. Look for local meetups or conferences in environmental management where you can connect with professionals in the field. This can lead to insider info on job openings at companies like Dormont Manufacturing Co that might not be advertised widely.
✨Show Your Passion with Projects
Consider undertaking personal or community projects that highlight your dedication to sustainability. Whether it's a local clean-up or a carbon footprint assessment, document your findings and results. This not only boosts your portfolio but also shows potential employers like Dormont Manufacturing Co that you're proactive and serious about the field.
✨Seek Out Green Job Boards
Don’t just rely on general job boards. Explore specific platforms that focus on sustainability and environmental management roles. Websites like EnvironmentJobs and Sustainable Business can be goldmines for full-time positions at companies like Dormont Manufacturing Co. Keep an eye out for their aggregation of listings!
✨Let Your Online Presence Shine
Make sure your social media and professional profiles reflect your passion for sustainability. Share articles, engage in discussions, and connect with leaders in the field. Your active presence can make a lasting impression on hiring managers at companies like Dormont Manufacturing Co when they search for candidates.
We think you need these skills to ace Head of Client Success - Sustainability Solutions
Some tips for your application 🫡
Show Off Your Passion for Sustainability:In your cover letter, let your enthusiasm for sustainability shine through. Share any relevant experiences, like projects, volunteer work, or events you've participated in that align with Dormont Manufacturing Co's values. This position isn't just about meeting qualifications; it's about genuinely caring for the environment and showing us why you're the right fit for Head of Client Success - Sustainability Solutions.
Highlight Relevant Qualifications and Experience:Make sure to showcase any specific qualifications, such as degrees in environmental science or certifications in sustainability practices in your CV. We want to see how your academic background and practical experiences align with the job you're applying for, so don’t hold back on anything that demonstrates your expertise in environmental management.
Tailor Your CV to the Role:As we're looking for someone to jump into a full-time role, be specific about previous roles or projects that demonstrate your capabilities in sustainability. Use bullet points to make accomplishments clear, and don’t forget to quantify your achievements wherever possible – it’s all about showing us the impact of your work!
Research Dormont Manufacturing Co and Reflect It In Your Application:We love candidates who take the time to understand what we're about. Mention specific initiatives or projects that Dormont Manufacturing Co is known for in your cover letter. This shows us that you’ve done your homework and are genuinely excited about the chance to contribute to our mission in the role of Head of Client Success - Sustainability Solutions.
How to prepare for a job interview at Dormont Manufacturing Co
✨Brush Up on Environmental Legislation
Given that we're diving into sustainability and environmental management, it’s crucial to have a solid understanding of current environmental laws and regulations. Be prepared to discuss how these laws apply to real-world scenarios, as you might face some technical questions about compliance and best practices during your chat with Dormont Manufacturing Co.
✨Showcase Your Experience with Sustainability Projects
When you're discussing your background, highlight specific sustainability initiatives you've been involved in. Whether it’s a project at university or work experience, sharing measurable outcomes and your role will demonstrate your hands-on skills, which is super important for this full-time role at Dormont Manufacturing Co.
✨Familiarity with Tools and Software
Make sure you're familiar with any relevant tools or software commonly used in environmental management, like GIS for mapping or data analysis tools. Bring this up in your interview as it shows you’re not only passionate but also prepared to roll up your sleeves and get to work!
✨Connect Your Values with the Company's Mission
Full-time roles are all about team fit, so it’s important to align your personal values with those of Dormont Manufacturing Co. Be ready to discuss why you're passionate about sustainability and how you can contribute to their mission, as this will really resonate with the interviewers and show that you’re genuinely invested in their goals.
