About the Role:

Grade Level (for internal use):

About the Role:

We are seeking a strategic and people-focused Manager, Customer Success Management – Americas to lead a high-performing team of 8–10 Customer Success Managers (CSMs). You’ll be responsible for driving performance metrics, supporting strategic account outcomes, and ensuring customer success across a portfolio of high-value client relationships. This role combines direct people management with client engagement, strategic planning, and cross-functional collaboration.

The Team:

Customer Success Management is a dynamic global function committed to delivering a world-class customer experience. We guide the post-sales journey and ensure every client interaction drives adoption, retention, user growth, and long-term value. Our team plays a vital role in understanding client needs, aligning on strategic priorities, and executing to deliver measurable outcomes.

Responsibilities and Impact:

Your leadership will directly influence revenue retention, active user growth, and client satisfaction. You will oversee performance for a team managing key accounts across the Americas region, track KPIs, coach team members, and ensure that strategic goals are being met. You’ll also directly manage a small book of priority accounts and work closely with Sales and Product teams to align customer needs with organizational goals.

Drive Customer Success Outcomes

• Lead and manage a team of 8–10 CSMs, providing coaching, performance oversight, and professional development support.
• Track and drive KPIs including revenue retention, user adoption, and engagement across your team’s book of business.
• Personally manage a small group of strategic or high-impact accounts.
• Support CSMs in setting and executing strategic priorities for large accounts, including renewals and adoption plans.

Cross-Functional Collaboration

• Partner with Sales, Product, Support, and Education teams to align customer engagement strategies and deliver value.
• Participate in cross-team projects, feedback loops, and planning to ensure the voice of the customer is heard.

Subject Matter Expertise & Team Enablement

• Maintain strong understanding of the industries within your book and act as a resource for your team.
• Support broader initiatives related to team education, training, onboarding, and culture-building.
• Contribute to hiring and growth planning for the Customer Success function.

Performance Management

• Define and track individual and team KPIs using internal reporting and dashboards.
• Create a cadence of performance reviews and data-driven check-ins.
• Report team metrics and performance insights to senior stakeholders, including Sales leaders and Customer Success leadership.

Compensation/Benefits Information: (This section is only applicable to US candidates)

S&P Global states that the anticipated base salary range for this position is $85,773 to $122,930. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.

In addition to base compensation, this role is eligible for an annual incentive plan.

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

What We Are Looking For:

Basic Required Qualifications:

• 5+ years of experience in client-facing roles, with at least 2 years in a people management capacity. 

• Proven track record of managing high-performing teams in Customer Success, Account Management, or SaaS environments. 

• Proficiency with Salesforce, Churnzero, and Power BI 

• Working understanding of core Desktop products CIQ, CIQpro and Excel plug-in 

• Strong understanding of metrics in a recurring revenue model (renewals, usage, adoption). 

• Excellent communication skills with the ability to build cross-functional partnerships. 

• Strategic