Customer Success Team Lead

The role involves owning the critical first 12 months of every new GlobalData Healthcare customer relationship, focusing on long-term retention, NPS, and expansion. You will design and deliver a best-in-class onboarding experience that drives rapid time-to-value, strong product adoption, and high customer satisfaction from day one, while leading a team focused on early-stage customer success and managing the global first-year renewal cohort.

What you’ll be doing

• Onboarding Programme Design & Delivery: Design and own the GlobalData Healthcare onboarding programme from contract signature through to 90-day and 6-month milestones. Build structured onboarding playbooks across customer segments to ensure consistent, measurable time-to-value. Manage onboarding health score frameworks (via Planhat), tracking adoption, engagement and usage signals. Lead a team responsible for first-year customer success delivery across North America and EMEA. Develop onboarding content, training materials and self-serve resources in collaboration with Marketing, Product, R&A and Account Management.
• 1st Year Renewal Ownership: Own and deliver against global first-year renewal targets. Build and manage the renewal calendar, ensuring proactive engagement 90+ days ahead of renewal. Partner with Commercial teams on renewal strategy, upsell opportunities and multi-year deal positioning. Implement early warning systems for churn risk using usage data, LOR scores and CSAT indicators.
• Usage Engagement & Value Realisation: Drive product adoption and improve login/usage across new customers. Partner with Analytics to identify trends, under-utilisation and opportunities for re-engagement. Continuously improve the customer journey from onboarding through first renewal. Build and manage a structured Voice of Customer programme, capturing NPS and CSAT at key milestones.
• Team Leadership & Operations: Lead, coach and develop the onboarding team, setting clear KPIs and performance expectations. Work closely with Commercial Directors to ensure alignment across the customer lifecycle. Manage Planhat workflows and automation to ensure every account is actively tracked from day one. Report on performance, including renewal forecasts, churn risk and NPS trends to senior stakeholders.

Essential Experience:

• 5+ years in Customer Success or Onboarding, with experience designing scalable onboarding programmes.
• Proven track record of improving early-stage retention and product adoption in a B2B SaaS or data environment.
• Experience managing and developing Customer Success or onboarding teams.
• Strong analytical capability, including forecasting, cohort analysis and usage tracking.
• Excellent project management skills with the ability to manage multiple priorities.

Desirable Experience:

• Experience with tools such as Planhat, Gainsight or similar platforms.
• Background in healthcare, life sciences or data/intelligence sectors.
• Familiarity with customer journey mapping and customer experience design.

Personal Attributes:

• Customer-focused with a strong sense of ownership over customer outcomes.
• Structured and process-driven, with the ability to scale programmes effectively.
• Data-led decision maker, using insights to drive action.
• Strong coaching and leadership capability.
• Collaborative, working cross-functionally to remove barriers and improve outcomes.
• Able to operate with pace and urgency, particularly within the first 90 days of the customer lifecycle.

Benefits: We support our colleagues with a range of benefits across health, finance, fitness, travel, tech and more. To find out more about the roles and benefits on offer in your region, visit careers.globaldata.com.

Equal Opportunity Employer: GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.