# Customer Success Team Lead

**Company**: S&P Global Market Intelligence
**Location**: London
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://spgi.wd5.myworkdayjobs.com/en-US/SPGI_Careers/job/London-UK/Customer-Success-Team-Lead_329861-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9abb6c48-f69

## Description

M&A Deals is the premier deal origination and market mapping platform built specifically for private markets. As M&A Deals continues to grow, we are looking for an experienced Customer Success Team Lead to build and develop a high-performing Customer Success team that delivers an exceptional client experience.

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.

**Team Leadership**

- Lead, coach and develop a team of Customer Success Managers.

- Conduct regular 1:1s focused on performance, development and career progression.

- Run regular team meetings and training sessions to share best practices, product updates and Customer Success standards.

- Provide structured coaching through call listening, customer meeting reviews and ongoing feedback.

- Lead recruitment activities, including interviewing and hiring new Customer Success team members as the team grows.

**Customer Success Operations**

- Design and implement scalable Customer Success processes and best practices.

- Create playbooks, email templates, outreach sequences and customer communications.

- Standardize onboarding, engagement, renewal and risk management processes.

- Continuously identify opportunities to improve efficiency across the team.

- Own the team's KPIs, ensuring targets are met across customer engagement, product adoption, retention, GRR, NRR and renewals.

**Customer Experience**

- Drive best-in-class customer service standards across every customer interaction.

- Support the team with escalations and complex customer situations.

- Ensure proactive engagement strategies are in place to maximize product adoption and customer value.

- Work closely with Product teams to capture customer feedback and prioritize enhancement requests.

**What We're Looking For**

- Previous experience leading or mentoring Customer Success, Account Management or Client Services teams.

- Strong coaching and people development skills with a passion for helping others succeed.

- Highly organized with excellent time management and prioritization 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.

**Success in this Role**

- Build, develop and retain a high-performing Customer Success team.

- Create a culture of coaching, accountability and continuous improvement.

- Deliver consistently high levels of customer satisfaction and engagement.

- Improve GRR, NRR and product adoption across the M&A Deals customer base.

- Establish scalable Customer Success processes and operational best practices.

- Ensure accurate KPI reporting, commission calculations and performance management across the team.

- Recruit, onboard and develop talent to support the continued growth of the M&A Deals business.

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## Skills

### Required
- CRM
- Customer Success platforms
- Salesforce
- ChurnZero
- Outreach
- analytical mindset
- communication skills
- stakeholder management

### Nice to have
- financial services
- data
- SaaS
- private markets

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Source: [Apply at spgi.wd5.myworkdayjobs.com](https://spgi.wd5.myworkdayjobs.com/en-US/SPGI_Careers/job/London-UK/Customer-Success-Team-Lead_329861-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)