At a Glance
- Tasks: Lead and develop a team to deliver top-notch customer success in M&A Deals.
- Company: Join a leading platform in private markets with a focus on innovation.
- Benefits: Enjoy health coverage, flexible time off, and continuous learning opportunities.
- Other info: Dynamic environment with great career growth and family-friendly perks.
- Why this job: Make a real impact by enhancing customer experiences and driving success.
- Qualifications: Experience in leading customer success teams and strong coaching skills required.
The predicted salary is between 60000 - 80000 £ per year.
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.
Responsibilities
- Team Leadership: Lead, coach and develop a team of Customer Success Managers; conduct regular 1:1s focused on performance, development and career progression; run team meetings and training sessions.
- Customer Success Operations: Design and implement scalable Customer Success processes and best practices; create playbooks, email templates, outreach sequences and customer communications; standardise onboarding, engagement, renewal and risk‑management processes.
- 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; monitor performance through dashboards and CRM reporting; review metrics and provide insights to senior management.
- Customer Experience: Drive best‑in‑class customer service standards across every interaction; support the team with escalations and complex customer situations; ensure proactive engagement strategies are in place to maximise product adoption and customer value.
- Recruitment & On‑boarding: Lead recruitment activities, including interviewing and hiring; support onboarding and continuous training of new team members.
- Continuous Improvement: Identify and implement opportunities to improve efficiency across the team; deliver consistently high levels of customer satisfaction and engagement.
- Stakeholder Engagement: Work closely with Product, Sales, Marketing and Account Management to capture customer feedback and prioritise enhancement requests.
Qualifications
- Previous experience leading or mentoring Customer Success, Account Management or Client Services teams.
- Strong coaching and people development skills.
- Highly organised with excellent time management and prioritisation 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.
Benefits
- Health & Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off to keep energised.
- Continuous Learning: Access a wealth of resources to grow your career and learn new valuable 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 programmes.
- Family Friendly Perks: Perks for partners and children.
- Beyond the Basics: Retail discounts, referral incentive awards and small perks that make a difference.
About M&A Deals
M&A Deals is the premier deal origination and market mapping platform built specifically for private markets. The platform combines trusted transaction data from SP, proprietary forward‑looking M&A intelligence from The Deal, and award‑winning fund‑level data from With Intelligence into one integrated solution, empowering clients to identify proprietary opportunities, make more informed investment decisions and uncover gaps in their market coverage.
Customer Success Team Lead employer: S&P Global Inc.
M&A Deals is an exceptional employer that prioritises the growth and development of its employees, offering a dynamic work environment where you can lead a talented Customer Success team. With a strong focus on continuous learning, generous health and wellness benefits, and a commitment to creating scalable customer success programmes, you'll find ample opportunities to enhance your career while making a meaningful impact in the fast-paced financial services sector. Located in a vibrant area, M&A Deals fosters a collaborative culture that values innovation and employee well-being, making it an ideal place for those looking to thrive professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Team Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at S&P Global Inc.. 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 S&P Global Inc. 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
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 S&P Global Inc.:Your cover letter is your chance to shine! Tell us why you want to work at S&P Global Inc. 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 S&P Global Inc.!
How to prepare for a job interview at S&P Global Inc.
✨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.
