Job Title: Senior Manager, Customer Success – Maternity Cover

Location:  London

Location type: Hybrid

Who we are…

GlobalData operates an intelligence platform that empowers leaders to act decisively in a world of complexity and change.

By uniting proprietary data, human expertise, and purpose-built AI into a single, connected platform, we help organizations see what’s coming, move faster, and lead with confidence.

Our solutions are used by over 5,000 organizations across the world’s largest industries, delivering tailored intelligence that supports strategic planning, innovation, risk management, and sustainable growth.

Why join GlobalData?

GlobalData is at a pivotal point in its growth journey and we need curious, ambitious, courageous people to support us in achieving our vision to deliver intelligence that transforms uncertainty into opportunity for the world’s most successful organizations.​

Our big ambitions mean that life at GlobalData is fast paced, entrepreneurial and rewarding. Working together in an intellectually challenging environment, where learning is super-charged to keep us on our toes, the highly stimulating, fast-paced, global environment we operate in, and our bold ambitions result in unique learning opportunities for our people.

The role…

We're looking for an experienced Customer Success Leader to provide maternity cover across a multi-business-unit CS remit spanning our UK and US teams. This is a strategic role reporting into the Global Head of Customer Success, and you’ll set the direction for your Teams and act as a key partner to Commercial, Product, and wider senior leadership — keeping CS priorities aligned to business objectives while maintaining momentum on in-flight initiatives.

What you’ll be doing…

• Strategic CS leadership: Set direction across CS business units and regions, translating wider business priorities into clear CS objectives; hold oversight of customer health, adoption, retention, renewal risk and growth; keep strategic programmes moving, improve their scalability and provide leadership through organisational change. 
• Leadership of leaders: Lead, coach and develop 1 Manager and 3 Team Leads with clear accountability; empower them to run day-to-day delivery; build consistent leadership standards across teams and step in on complex people, customer and stakeholder situations. 
• Cross-functional influence: Act as senior CS partner to Commercial, Product, Research and senior business-unit stakeholders; represent the voice of the customer; influence without direct authority and escalate risks and opportunities clearly. 
• Customer & commercial performance: Hold senior oversight of strategic accounts, renewals, risk and expansion; partner with Commercial on portfolio risk; support leaders on strategic accounts without becoming the day-to-day owner. 
• Operational excellence & AI-first CS: Drive consistent, scalable ways of working; use data to inform decisions and prioritisation; continue embedding AI into CS workflows, coaching and customer engagement. 
• Talent & capability: Oversee recruitment, onboarding, performance, development and workforce planning; develop emerging talent; maintain succession planning and partner with HR on complex people matters. 

What success looks like during the contract...

• Leaders operate confidently within clear ownership
• CS performance stays strong and consistent across units
• Senior stakeholders retain confidence in CS direction
• Strategic risks and commercial opportunities are caught early; and the organisation stays stable and well-led throughout the cover period

What we’re looking for…

Essential 

• Significant CS (or comparable B2B customer-facing) leadership experience, including leading other people-leaders. 
• Proven across multiple teams/functions, with strong senior stakeholder management and commercial partnering. 
• Solid grasp of retention, adoption, risk and growth; uses data to drive decisions; has led teams through change. 
• Strong coaching, communication and judgement on when senior intervention is needed. 

Desirable 

• Subscription / data / intelligence / research environments
• AI-enabled CS. 

In addition to a rewarding career, we support our GlobalData colleagues with a range of benefits across health, finances, fitness, travel, tech and more. To find out more about the roles and benefits on offer in your region, visit careers.globaldata.com

GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

 

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