Customer Success Team Lead
Job Description
About the Role:
Grade Level (for internal use): 11
About M&A DealsM&A Deals is the premier deal origination and market mapping platform built specifically for private markets. The platform combines the trusted transaction data from SPS, the proprietary forward looking M&A intelligence from The Deal, and With Intelligence's award winning fund level data into one integrated solution. Together, these datasets empower clients to identify proprietary opportunities, make more informed investment decisions, and uncover gaps in their market coverage.
This is a people leadership role responsible for leading the M&A Deals Customer Success team. You will coach, mentor and develop Customer Success Managers while establishing the processes, standards and operational excellence needed to deliver best in class customer service. You will work closely with Product, Sales, Marketing and Account Management to ensure customers achieve maximum value from M&A Deals while driving adoption, retention and customer satisfaction. This is an ideal opportunity for someone who enjoys developing people, improving processes and creating scalable customer success programmes in a fast paced, growing business.
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. Support onboarding and continuous training of new team members.
- Lead recruitment activities, including interviewing and hiring new Customer Success team members as the team grows.
- 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.
- Performance Management
- Own the team's KPIs, ensuring targets are met across customer engagement, product adoption, retention, GRR, NRR and renewals.
- Calculate and manage monthly commission and incentive payments for Customer Success team members.
- Monitor individual and team performance through dashboards and CRM reporting, identifying trends, risks and coaching opportunities.
- Review dashboards and performance metrics to provide regular updates and insights to senior management.
- Ensure consistent CRM hygiene and adherence to Customer Success processes across the team.
- Drive accountability through regular performance reviews and objective setting.
- 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.
- 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.
- 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.
- 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.
For more information on benefits by country visit:
Equal Opportunity EmployerS&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to and your request will be forwarded to the appropriate person.
US Candidates Only: Know Your Rights: Workplace discrimination is illegal
Job ID: 329861
Posted On: 2026-07-01
Location: London, United Kingdom
