At a Glance
- Tasks: Lead a dynamic team to enhance client success in sustainability solutions.
- Company: Join ISS STOXX, a leader in financial market research and technology.
- Benefits: Enjoy a supportive culture with growth opportunities and diverse perspectives.
- Other info: Be part of a collaborative environment that values creativity and innovation.
- Why this job: Make a real impact in sustainable investing while developing your leadership skills.
- Qualifications: 10+ years in client-facing roles with strong communication and operational 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
- 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
At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally. Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.
Head of Client Success - Sustainability Solutions in London employer: ISS STOXX
At ISS STOXX, we pride ourselves on being an exceptional employer that champions a culture of diversity, innovation, and professional growth. Our commitment to empowering employees is reflected in our supportive work environment, comprehensive training programmes, and clear career progression paths, all designed to foster both personal and professional development. Located in a dynamic global setting, we offer unique opportunities to engage with leading clients in sustainable investing, making a meaningful impact in the financial market while collaborating with a talented team dedicated to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Success - Sustainability Solutions in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Client Success role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their sustainability solutions and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to discuss how you've built high-performing teams and driven client success in the past. Use specific examples to illustrate your impact and how you can bring that to ISS-STOXX.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at ISS-STOXX.
We think you need these skills to ace Head of Client Success - Sustainability Solutions in London
Some tips for your application 🫡
Show Your Passion for Client Success:When writing your application, let your enthusiasm for client success shine through! We want to see how you can advocate for clients and drive their satisfaction. Share specific examples of how you've made a difference in previous roles.
Tailor Your Experience:Make sure to align your experience with the key responsibilities mentioned in the job description. Highlight your leadership skills and any relevant metrics you've achieved. We love seeing how you've driven results in client retention and growth!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
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 shows you’re serious about joining our team at ISS-STOXX!
How to prepare for a job interview at ISS STOXX
✨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 client health and retention, and share examples of how you've successfully driven renewals in the past.
✨Showcase Your Leadership Style
This role requires a strong leader who can coach and develop teams. Prepare to talk about your leadership style, how you empower team members, and any specific strategies you've used to build high-performing teams in previous roles.
✨Understand the Business Landscape
Familiarise yourself with the capital markets and sustainable investing landscape. Be prepared to discuss how these areas impact client needs and how you can advocate for them across various departments like sales and product.
✨Prepare for Executive Communication
Since you'll be engaging with C-level stakeholders, practice articulating your thoughts clearly and confidently. Think of examples where you've successfully communicated complex ideas to executives and how that led to positive outcomes.
