Head of Client Success - Sustainability Solutions

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.