Head of Customer Success, Planning Solutions

S&P Global • London, MI

15d • $115,236 - $230,065

About The Position

About the Role: Grade Level (for internal use): 13 The Team: The Global Customer Success team sits within the S&P Global Mobility segment and plays a critical role in driving value realization, product adoption, and long‑term client relationships across our global customer base. The team partners closely with Sales, Product, and the Planning Solutions Business Unit to ensure users maximize value from our solutions throughout the customer journey. S&P Global has announced its intent to separate the Mobility Segment into a standalone public company, creating an exciting environment of strategic growth, innovation, and transformation for this role and team. S&P Global has recently announced the intent to separate our Mobility Segment into a standalone public company. For more information, visit www.spglobal.com/mobility.

Requirements

• 10+ years of experience in client‑facing roles (e.g., Customer Success, Account Management, Sales, Consulting, or similar), with a sophisticated understanding of global client workflows and relevant solutions.
• 5+ years of experience managing client‑facing teams, ideally across multiple regions, with a proven track record of building and managing high‑performing, complex teams.
• Demonstrated experience leading successful global transformations and designing/executing customer success or post‑sales strategies that drive retention, revenue growth, and product adoption.
• Strong understanding of customer success principles and technology‑enabled engagement tools, and how they support S&P Global Mobility’s vision and goals.
• Balanced strategic and operational mindset, with the ability to combine disciplined long‑term planning with effective short‑term execution.
• Transformational leadership capabilities, including the ability to lead teams through change, ambiguity, and re‑organization.
• Excellent communication, presentation, organization, and negotiation skills, with the ability to influence and partner with senior stakeholders.
• Strong decision‑making and prioritization skills, including the ability to make difficult trade‑offs with incomplete information in a fast‑moving environment.

Nice To Haves

• Experience in data, analytics, SaaS, or information services, preferably within automotive, mobility, or related industries.
• Prior leadership experience in a global Customer Success or post‑sales function supporting complex enterprise clients.
• Experience implementing technology, processes, and scalable programs to expand the reach and impact of Customer Success across regions and segments.
• Experience working in organizations undergoing significant structural change (e.g., spin‑offs, mergers, or large‑scale reorganizations).
• Highly collaborative working style with a proven ability to build strong cross‑functional partnerships with Sales, Product, Technology, and Operations.
• Analytical and insight‑driven, able to leverage data and client feedback to refine engagement models, improve services, and inform product enhancements.
• Client‑centric mindset with a focus on building long‑term, value‑based relationships with users and decision makers.
• Culturally aware and effective at leading and engaging diverse teams and clients across multiple geographies.

Responsibilities

• Lead the Global Customer Success Team to unlock value across the entire customer journey, build long‑term user relationships, and deliver impactful client outreach and engagement.
• Own revenue protection and growth by driving user/usage growth, retention, upsell, and product adoption across business units, in close partnership with Sales and the Planning Solutions Business Unit.
• Design and continuously evolve the Customer Success operating model (including team structure, segmentation, and engagement approach) in line with S&P Global Mobility’s evolving structure and strategic goals, including platform and product migration.
• Scale, manage, and develop a global team of Customer Success Managers (CSMs) and client‑facing professionals, fostering a culture of accountability, continuous learning, and a client‑first mindset.
• Collaborate with Business and Sales leaders to define and deliver on key KPIs (user/usage growth, retention, revenue growth, migration, and depth of relationships), using data insights to guide strategy and measure impact.
• Drive increased product adoption and support platform migration, ensuring CSMs provide deep product‑level expertise, workflow understanding, and technical support to facilitate smooth transitions and ongoing value realization

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: Manager
• Education Level: No Education Listed