About the Role:
Grade Level (for internal use):
09
The Team
The Customer Success Management (CSM) team sits at the heart of S&P Global Market Intelligence's client relationships, directly supporting Risk & Valuation Services (R&VS) and Desktop & Research (D&R) clients with deep expertise in credit, risk, and financial data. We act as trusted advisors across our most strategic accounts, bringing credible, diagnostic conversations to every client engagement and driving meaningful adoption of S&P Global Market Intelligence's industry-leading analytics, data, and workflow solutions.
You will join a high-impact team whose work is a critical driver of revenue retention, growth, and long-term client success across S&P Global Market Intelligence's global client base.
Responsibilities and Impact
As Credit Customer Success Manager , you will own the client experience for some of S&P Global Market Intelligence's most important accounts — deepening relationships, accelerating product adoption, and creating the conditions for sustained commercial growth:
Drive customer success outcomes by engaging strategically with clients to increase renewal rates, reduce churn, and improve overall account health scores — equipping the Account Management team with the insights needed to retain and grow key relationships.
Accelerate product adoption across S&P Capital IQ Pro, Ratings Direct, and Credit Analytics through targeted client engagement, training programmes, and proactive awareness of new features and research themes relevant to each client's workflow.
Identify and develop growth opportunities — including referrals and cross-sell opportunities across S&P Global Market Intelligence and cross-divisional services — contributing directly to new business pipeline.
Optimise the customer journey by mapping lifecycle touchpoints, capturing structured product enhancement feedback, and communicating client insights to product teams to inform the development roadmap.
Lead cross-functional collaboration with Account Management, Sales, Product, and Support teams to deliver coordinated, high-impact strategic programmes for Ratings Direct, R&VS, and D&R clients.
Champion Customer Success tooling — driving effective use of Salesforce, ChurnZero, and Calendly to enhance team productivity, client visibility, and engagement quality across the portfolio.
What We're Looking For
Basic Required Qualifications
3+ years of experience in a client-facing role within financial services, fintech, or financial data — specifically in Customer Success, Account Management, or Client Services
Demonstrable knowledge of credit markets, credit risk, or financial data products (e.g., credit ratings, credit analytics, fixed income research, or risk and valuation services)
Proven track record of managing and growing enterprise client relationships within a recurring revenue or SaaS business model, with measurable impact on retention or expansion
Demonstrated experience collaborating with cross-functional teams (Sales, Product, Support) to deliver coordinated, strategic client programmes
Excellent written and verbal communication skills, with experience presenting complex financial concepts clearly to varied client stakeholders including senior decision-makers
Additional Preferred Qualifications
Direct experience with S&P Global Market Intelligence products (e.g., Capital IQ Pro, Ratings Direct, Credit Analytics) or comparable enterprise financial data platforms
Experience using CRM and Customer Success platforms, including Salesforce and ChurnZero, in a production client management environment
Demonstrated track record of increasing product adoption and reducing client churn within large, complex enterprise accounts
Knowledge of risk and valuation workflows within buy-side, sell-side, or corporate credit environments
Experience defining and mapping customer journey frameworks within a B2B enterprise or financial services context
About S&P Global Market Intelligence
At S&P Global…