At a Glance
- Tasks: Lead and develop a high-performing Customer Success team to enhance client experiences.
- Company: Join S&P Global, a leader in market intelligence and data solutions.
- Benefits: Enjoy health coverage, flexible time off, and continuous learning opportunities.
- Other info: Dynamic work environment with excellent career growth potential.
- Why this job: Make a real impact by improving customer satisfaction and driving success.
- Qualifications: Experience in leading customer success teams and strong coaching skills required.
The predicted salary is between 60000 - 75000 £ per year.
About M&A Deals
M&A Deals is the premier deal origination and market mapping platform built specifically for private markets. The platform combines the trusted transaction data from SPS, the proprietary forward-looking M&A intelligence from The Deal, and With Intelligence’s award-winning fund-level data into one integrated solution. Together, these datasets empower clients to identify proprietary opportunities, make more informed investment decisions, and uncover gaps in their market coverage.
As M&A Deals continues to grow, we are looking for an experienced Customer Success Team Lead to build and develop a high-performing Customer Success team that delivers an exceptional client experience.
This is a people leadership role responsible for leading the M&A Deals Customer Success team. You will be responsible for coaching, mentoring and developing Customer Success Managers while establishing the processes, standards and operational excellence needed to deliver best-in-class customer service. You will work closely with Product, Sales, Marketing and Account Management to ensure customers achieve maximum value from M&A Deals while driving adoption, retention and customer satisfaction. This is an ideal opportunity for someone who enjoys developing people, improving processes and creating scalable customer success programmes in a fast-paced, growing business.
Team Leadership
- Lead, coach and develop a team of Customer Success Managers.
- Conduct regular 1:1s focused on performance, development and career progression.
- Run regular team meetings and training sessions to share best practices, product updates and Customer Success standards.
- Provide structured coaching through call listening, customer meeting reviews and ongoing feedback.
- Support onboarding and continuous training of new team members.
- Lead recruitment activities, including interviewing and hiring new Customer Success team members as the team grows.
Customer Success Operations
- Design and implement scalable Customer Success processes and best practices.
- Create playbooks, email templates, outreach sequences and customer communications.
- Standardize onboarding, engagement, renewal and risk management processes.
- Continuously identify opportunities to improve efficiency across the team.
Performance Management
- Own the team's KPIs, ensuring targets are met across customer engagement, product adoption, retention, GRR, NRR and renewals.
- Calculate and manage monthly commission and incentive payments for Customer Success team members.
- Monitor individual and team performance through dashboards and CRM reporting, identifying trends, risks and coaching opportunities.
- Review dashboards and performance metrics to provide regular updates and insights to senior management.
- Ensure consistent CRM hygiene and adherence to Customer Success processes across the team.
- Drive accountability through regular performance reviews and objective setting.
Customer Experience
- Drive best-in-class customer service standards across every customer interaction.
- Support the team with escalations and complex customer situations.
- Ensure proactive engagement strategies are in place to maximize product adoption and customer value.
- Work closely with Product teams to capture customer feedback and prioritize enhancement requests.
What We're Looking For
- Previous experience leading or mentoring Customer Success, Account Management or Client Services teams.
- Strong coaching and people development skills with a passion for helping others succeed.
- Highly organized with excellent time management and prioritization skills.
- A proactive self-starter who enjoys building new processes and improving existing ones.
- Excellent communication and stakeholder management skills.
- Strong analytical mindset with the ability to interpret dashboards and performance metrics.
- Experience using CRM and Customer Success platforms such as Salesforce, ChurnZero, Outreach or similar.
- Comfortable working in a fast-paced, evolving environment.
- Experience within financial services, data, SaaS or private markets is advantageous.
Success in this Role
- Build, develop and retain a high-performing Customer Success team.
- Create a culture of coaching, accountability and continuous improvement.
- Deliver consistently high levels of customer satisfaction and engagement.
- Improve GRR, NRR and product adoption across the M&A Deals customer base.
- Establish scalable Customer Success processes and operational best practices.
- Ensure accurate KPI reporting, commission calculations and performance management across the team.
- Recruit, onboard and develop talent to support the continued growth of the M&A Deals business.
About S&P Global Market Intelligence
At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.
For more information, visit www.spglobal.com/marketintelligence.
What’s In It For You?
Our Mission: Advancing Essential Intelligence.
Our People: We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.
Our Values: Integrity, Discovery, Partnership Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits: We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
- Health & Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off helps keep you energized for your time on.
- Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
- Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
- Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in-class benefits for families.
- Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries
Global Hiring and Opportunity at S&P Global: At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.
Recruitment Fraud Alert: If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.
Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.
Customer Success Team Lead in London employer: OSTTRA
At S&P Global Market Intelligence, we pride ourselves on being an exceptional employer that fosters a culture of integrity, discovery, and partnership. Our commitment to employee growth is evident through our continuous learning opportunities, generous benefits, and a supportive work environment that values collaboration and innovation. As a Customer Success Team Lead, you will not only lead a high-performing team but also contribute to meaningful client relationships in a dynamic and evolving industry, all while enjoying the perks of working for a global leader dedicated to making a positive impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Team Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OSTTRA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OSTTRA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Team Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OSTTRA:Your cover letter is your chance to shine! Tell us why you want to work at OSTTRA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OSTTRA!
How to prepare for a job interview at OSTTRA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
