About the Role:

Grade Level (for internal use):

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:

• Develop and lead the Customer Success Management team
• Define and implement a Customer Success Management framework, with a strong emphasis on revenue growth, client engagement, and optimal utilization of resources.
• 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.
• Implement targeted initiatives aimed at increasing revenue wallet share by optimizing existing resources through channel-specific strategies and proactive client engagement.
• 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.
• 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.
• 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.
• Develop and execute a strategy for industry event participation, ensuring effective market presence, lead generation, and meaningful client engagement that supports overall partnership goals.
• 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.
• 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:

• Proven ability to craft and execute strategic initiatives that drive revenue growth and enhance customer success within a B2B environment.
• Expertise in building and maintaining strategic partnerships across B2B2B and distribution channels, aligning with the overall objectives of the Head of Strategic Partnerships.
• Strong leadership skills with a demonstrated track record of building, leading, and developing high-performing teams that contribute to strategic goals.
• Skilled in fostering collaboration across departments (e.g., Product, Marketing) to align initiatives and ensure cohesive execution of strategies.
• 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.
• Proven leadership abilities, including conflict resolution, decision-making, communication, and relationship building.
• Expertise in people management to attract, develop, and retain top talent.

Basic Required Qualifications:

• Bachelor’s degree in Business, Finance, or a related field; an MBA is preferred.
• Minimum of 8-10 years of experience in sales strategy development and execution, particularly within strategic accounts in asset management.
• Proven track record of engaging with senior executives and driving significant revenue growth.
• Experience in talent development and coaching within sales teams, with a focus on performance outcomes.
• 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