Head of Customer Success

About the Role:

Grade Level (for internal use): 14

The Role: Head of Customer Success

Overview: The Head of Customer Success is a critical leadership position responsible for driving strategies that enhance the adoption of index funds affiliated with S&P DJI while increasing revenue wallet share through strategic channel engagement. This role focuses on cultivating strong client relationship management with Strategic Accounts on a global scale and will report directly to the Head of Strategic Partnerships. The successful candidate will be tasked with developing a high-performing Customer Success team and ensuring effective cross-departmental collaboration to achieve organizational objectives.

Key Accountabilities & Deliverables:

1. Develop and lead the Customer Success Management team.
2. Define and implement a Customer Success Management framework, with a strong emphasis on revenue growth, client engagement, and optimal utilization of resources.
3. Establish and maintain robust key performance indicators (KPIs) and return on investment (ROI) measures to effectively track and influence index fund flows, ensuring that strategies are data-driven and aligned with organizational goals.
4. Implement targeted initiatives aimed at increasing revenue wallet share by optimizing existing resources through channel-specific strategies and proactive client engagement.
5. Strengthen relationships with clients’ distribution teams, facilitating enhanced collaboration and service delivery that aligns with the broader strategic goals set by the Head of Strategic Partnerships.
6. Recruit, retain, and develop a high-performing Customer Success team, providing ongoing coaching, mentorship, and performance management to ensure alignment with strategic objectives and accountability for results.
7. Guide the creation and execution of educational strategies for client distribution teams and clients, aimed at improving product utilization and maximizing impact on index fund flows.
8. Develop and execute a strategy for industry event participation, ensuring effective market presence, lead generation, and meaningful client engagement that supports overall partnership goals.
9. Own the development, execution, and continuous refinement of the Customer Success strategy, taking responsibility for revenue outcomes linked to increased resource utilization and strategic channel engagement.
10. Exhibit a profound understanding of asset management and wealth management, leveraging this expertise to navigate complex global markets and institutional distribution networks effectively.

Key Experience:

1. Proven ability to craft and execute strategic initiatives that drive revenue growth and enhance customer success within a B2B environment.
2. Expertise in building and maintaining strategic partnerships across B2B2B and distribution channels, aligning with the overall objectives of the Head of Strategic Partnerships.
3. Strong leadership skills with a demonstrated track record of building, leading, and developing high-performing teams that contribute to strategic goals.
4. Skilled in fostering collaboration across departments (e.g., Product, Marketing) to align initiatives and ensure cohesive execution of strategies.
5. Extensive knowledge of the investment process within asset owner and financial advisory markets, with a particular emphasis on institutional distribution networks and influencing index fund flows.
6. Proven leadership abilities, including conflict resolution, decision-making, communication, and relationship building.
7. Expertise in people management to attract, develop, and retain top talent.

Basic Required Qualifications:

1. Bachelor’s degree in Business, Finance, or a related field; an MBA is preferred.
2. Minimum of 8-10 years of experience in sales strategy development and execution, particularly within strategic accounts in asset management.
3. Proven track record of engaging with senior executives and driving significant revenue growth.
4. Experience in talent development and coaching within sales teams, with a focus on performance outcomes.
5. Strong analytical skills and the ability to leverage data for informed decision-making.

Compensation/Benefits Information (US Applicants Only):

S&P Global states that the anticipated base salary range for this position is $220,000 to $270,000. Base salary ranges may vary by geographic location. In addition to base compensation, this role is eligible for additional compensation such as a semi-annual incentive bonus plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, visit our benefits page.

Flexible Working: We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.

Return to Work: Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative (link to career site page when available), we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.

About S&P Global Dow Jones Indices: At S&P Dow Jones Indices, we provide iconic and innovative index solutions backed by unparalleled expertise across the asset-class spectrum. By bringing transparency to the global capital markets, we empower investors everywhere to make decisions with conviction.

What’s In It For You?

Our Purpose: Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

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.

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.

Diversity, Equity, and Inclusion at S&P Global: At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation.

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.