At a Glance
- Tasks: Lead client success initiatives and drive retention strategies for sustainability solutions.
- Company: Join a forward-thinking company committed to sustainability and client satisfaction.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace focused on innovation and collaboration.
- 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.
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 insights into qualified expansion opportunities; 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 and drive interventions for at-risk accounts; maintain dashboards and reporting; lead recurring business reviews; communicate progress, risks, and outcomes to leadership.
- Lead the Voice of the Client program: monitor captured client feedback, synthesize needs, partner with Product and Research to prioritise 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, create clear career paths, performance expectations, and succession plans; lead hiring, onboarding, and capacity planning to ensure coverage for Tier1/strategic accounts and critical workflows; own enablement by keeping the Knowledge Base current, establishing best-practice playbooks, and standardising training across regions; coach team members through regular check-ins, skill-building, and development plans to support long-term growth.
- Serve as executive sponsor for strategic clients: build and maintain executive relationships with Tier1 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.
Qualifications
- 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.
Head of Client Success - Sustainability Solutions employer: Institutional Shareholder Services Inc.
At ISS-STOXX Sustainability Solutions, we pride ourselves on being an exceptional employer that champions a culture of diversity and inclusion while driving impactful sustainability initiatives. Our commitment to employee growth is evident through tailored career paths, comprehensive training programmes, and a collaborative work environment that empowers our team to excel in client success. Located in a vibrant area, we offer competitive benefits and the unique opportunity to lead transformative projects that contribute to a sustainable future.
Contact Details:
Institutional Shareholder Services Inc. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Success - Sustainability Solutions
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your experience in client success and sustainability solutions. Show them you’re the perfect fit!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to show you were engaged and genuinely interested.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and take the initiative to connect with us directly.
We think you need these skills to ace Head of Client Success - Sustainability Solutions
Some tips for your application 🫡
Show Your Passion for Sustainability:When you're writing your application, let your enthusiasm for sustainability shine through! We want to see how your values align with our mission at ISS-STOXX. Share any relevant experiences or projects that highlight your commitment to sustainable practices.
Tailor Your Application:Make sure to customise your application for the Head of Client Success role. Highlight your experience in client-facing roles and how you've driven success in previous positions. We love seeing specific examples that demonstrate your skills and achievements!
Be Clear and Concise:We appreciate clarity in communication, especially when it comes to written applications. Keep your language straightforward and avoid jargon. Make it easy for us to understand your qualifications and how you can contribute to our team.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at ISS-STOXX.
How to prepare for a job interview at Institutional Shareholder Services Inc.
✨Know Your Client Success Metrics
Before the interview, brush up on key client success metrics relevant to the role. Be ready to discuss how you would measure customer health and drive interventions for at-risk accounts. This shows you understand the importance of data in driving client retention.
✨Showcase Your Leadership Style
Prepare to talk about your leadership style and how it aligns with building high-performing teams. Share specific examples of how you've developed team members and created clear career paths. This will demonstrate your commitment to coaching and long-term growth.
✨Understand the Voice of the Client
Familiarise yourself with the concept of the Voice of the Client program. Be ready to discuss how you would synthesise client feedback and prioritise enhancements. This shows you value client input and can translate it into actionable strategies.
✨Communicate with Confidence
Practice your executive communication skills. Prepare to present your ideas clearly and confidently, especially when discussing complex escalations or strategic client relationships. This is crucial for engaging C-level stakeholders effectively.
