Head of Client Success (Sustainability Solutions)

Requirements

• 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

What the job involves

• 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
• 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)
• 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
• 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
• 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
• 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