Senior Customer Success Manager

OSTTRA • Charlottesville, NY

9d

About The Position

About the Role: Grade Level (for internal use): 10 The Team: The Customer Success team is a dynamic global organization where the work evolves daily. The team develops and executes data-driven processes to deliver a world-class customer experience. Your focus may include client migrations, onboarding new users, or supporting global strategic accounts across the corporate segment. Responsibilities and Impact: Lead proactive and innovative customer engagement initiatives in close collaboration with M arketing , Product, Account Management, and Sales teams . Cultivate strong relationships with power users and key stakeholders. Develop specialization in key industry verticals or customer segments. Stay attuned to client business objectives and market trends to identify tailored solutions. Deliver tailored training sessions (virtual/in-person) aligned to user roles and workflows. Continuously deepen understanding of Data & Research products and services, including new features and offerings. Act as a knowledge resource across the team by sharing best practices, campaign strategies, and leading special projects or initiatives. Drive user adoption and product usage growth through targeted campaigns, webinars, and one-on-one engagements. Maintain strong relationships across user personas. Analyze and evolve customer profiles within Salesforce, capturing key attributes such as departmental use, geographic presence, and business objectives . Partner with fellow CSMs to evaluate engagement across product areas and accounts, aligning on opportunities for coordinated outreach or specialization. M onitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the develop of renewal proposals and potentially identify upsell opportunities Capture and synthesize client feedback, ensuring enhancement requests are routed to the appropriate product stakeholders. Influence product roadmaps by surfacing customer insights and trends. Evolve the digital customer engagement strategy to scale impact across the userbase. Leverage webinars, digital channels, automation tools, and data insights to drive product adoption . Leverage CRM and engagement platforms (e.g., Salesforce, ChurnZero ) to plan, track, and optimize client interact ions and campaigns.

Requirements

• Bachelor's degree
• Strong MS office (Word, Excel, PowerPoint) skills
• 3 - 5 years work experience
• Positive, proactive attitude and ability to work well in teams
• Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
• Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction
• Goal and action orientated, with ability to organize, multi-task and prioritize in a fast-paced environment
• Experience in a consultative sale s or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations

Nice To Haves

• Bachelor's degree in Finance, Economics or related field preferred
• 3 - 5 years work experience in the financial services industry and/or in a sales/account management role
• Any knowledge of CRM systems (such as Salesforce, ChurnZero , SalesLoft) , data analytics (Power BI), or research platforms would be adv antageous

Responsibilities

• Lead proactive and innovative customer engagement initiatives in close collaboration with M arketing , Product, Account Management, and Sales teams
• Cultivate strong relationships with power users and key stakeholders.
• Develop specialization in key industry verticals or customer segments.
• Stay attuned to client business objectives and market trends to identify tailored solutions.
• Deliver tailored training sessions (virtual/in-person) aligned to user roles and workflows.
• Continuously deepen understanding of Data & Research products and services, including new features and offerings.
• Act as a knowledge resource across the team by sharing best practices, campaign strategies, and leading special projects or initiatives.
• Drive user adoption and product usage growth through targeted campaigns, webinars, and one-on-one engagements.
• Maintain strong relationships across user personas.
• Analyze and evolve customer profiles within Salesforce, capturing key attributes such as departmental use, geographic presence, and business objectives
• Partner with fellow CSMs to evaluate engagement across product areas and accounts, aligning on opportunities for coordinated outreach or specialization.
• M onitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the develop of renewal proposals and potentially identify upsell opportunities
• Capture and synthesize client feedback, ensuring enhancement requests are routed to the appropriate product stakeholders.
• Influence product roadmaps by surfacing customer insights and trends.
• Evolve the digital customer engagement strategy to scale impact across the userbase.
• Leverage webinars, digital channels, automation tools, and data insights to drive product adoption
• Leverage CRM and engagement platforms (e.g., Salesforce, ChurnZero ) to plan, track, and optimize client interact ions and campaigns.

Benefits

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees