Senior Customer Success Manager

About the Role:

The Team: It’s a dynamic global team, where the work changes daily. You are responsible for a successful customer journey and touch points that create long term client engagement, driving adoption, retention, user/usage growth and supporting strategic objectives on the account level. This team will develop and execute data driven processes to deliver world class customer experience. Your role may focus on migration, onboarding or global strategic accounts.

Responsibilities:

• Lead proactive and innovative customer engagement initiatives in close collaboration with Marketing, Product, Account Management, and Sales teams.
• Cultivate strong relationships with power users and key stakeholders.
• Develop specialization in key industry verticals or customer segments.
• Stay attuned to client business objectives and market trends to identify tailored solutions.
• Deliver tailored training sessions (virtual/in-person) aligned to user roles and workflows.
• Continuously deepen understanding of Data & Research products and services, including new features and offerings.
• Act as a knowledge resource across the team by sharing best practices, campaign strategies, and leading special projects or initiatives.
• Drive user adoption and product usage growth through targeted campaigns, webinars, and one-on-one engagements.
• Maintain strong relationships across user personas.
• Analyze and evolve customer profiles within Salesforce, capturing key attributes such as departmental use, geographic presence, and business objectives.
• Partner with fellow CSMs to evaluate engagement across product areas and accounts, aligning on opportunities for coordinated outreach or specialization.
• Monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the development of renewal proposals and potentially identify upsell opportunities.
• Capture and synthesize client feedback, ensuring enhancement requests are routed to the appropriate product stakeholders.
• Influence product roadmaps by surfacing customer insights and trends.
• Evolve the digital customer engagement strategy to scale impact across the userbase.
• Leverage webinars, digital channels, automation tools, and data insights to drive product adoption.
• Leverage CRM and engagement platforms (e.g., Salesforce, ChurnZero) to plan, track, and optimize client interactions and campaigns.

What We’re Looking For:

• Positive, proactive attitude and ability to work well in teams.
• Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner.
• Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction.
• Goal and action orientated, with ability to organize, multi-task and prioritize in a fast-paced environment.
• Experience in a consultative sales or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations.

Basic Qualifications:

• Bachelor's degree required (Finance, Economics or related field preferred).
• 3-5 years work experience (experience in financial services industry and/or in a sales/account management role preferred).
• Language skills preferred (French, Spanish, Italian).
• Any knowledge of CRM systems (such as Salesforce, ChurnZero, SalesLoft), data analytics (Power BI), or research platforms would be advantageous.

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.

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 Values: Integrity, Discovery, Partnership.

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.

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.

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.