GlobalData Plc
Customer Success Team Leader
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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.
We are looking for a Customer Success Team Leader to lead, coach and develop a high-performing Customer Success team (around two to three CSMs) operating with an AI-first, outcome-led approach with our Technology Division.
This is a player-coach role combining people leadership with ownership of strategic customer relationships. You will be responsible for translating our Customer Success strategy into consistent execution across your team - helping Customer Success Executives use AI, customer data and industry insight to proactively identify risk, drive adoption and deliver measurable customer outcomes.
You will coach the team to move beyond traditional account management and activity-led engagement, building trusted customer partnerships focused on value realisation, retention and growth.
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In this role you will be expected to drive results that tie back to our strategic objectives:
- Increase retention by volume & decrease customer churn.
- Increase visibility customer-side.
- Increase customer loyalty and advocacy.
What You’ll Be Doing…
Lead and Develop an AI-First Customer Success Team
- Coach and develop two to three Customer Success Executives to deliver proactive, outcome-led customer strategies.
- Set clear expectations and hold the team accountable for customer outcomes, portfolio management and execution.
- Use regular coaching, performance conversations and account reviews to build individual and team capability.
Drive Customer Outcomes and Portfolio Performance
- Maintain a high-level view of team portfolios, identifying trends, risks and opportunities.
- Use customer health signals, predictive insights and performance data to drive proactive intervention.
- Drive performance against retention, customer value, adoption and growth objectives.
Scale AI-Driven Customer Success
- Champion AI-first ways of working across customer planning, preparation and engagement.
- Use portfolio insights to identify patterns and recommend scalable customer interventions.
- Move the team from reactive support towards predictive and proactive customer leadership.
Role Model Strategic Customer Leadership
- Own a focused portfolio of strategic customers and role model AI-first Customer Success.
- Use industry, market and customer insight to lead value-focused conversations.
- Demonstrate measurable customer ROI and identify value-led growth opportunities.
Partner Across the Business
- Partner with Account Management, Commercial, Research and Product teams around customer priorities.
- Provide clear visibility of customer risk, opportunity and portfolio trends.
- Contribute to global initiatives that improve Customer Success scale and impact.
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What We’re Looking For…
- Experience in Customer Success, Account Management, Consulting or a similar customer-facing role within the Technology industry (e.g. tech, telco, IT services).
- Experience coaching, mentoring or leading others.
- Strong understanding of strategic and outcome-led Customer Success.
- An analytical mindset and confidence using data, dashboards and insights to guide decisions.
- Excellent communication, coaching and stakeholder-management skills.
- Experience with AI-driven platforms, customer analytics or predictive insights.
- Familiarity with customer health, retention, adoption and ROI measurement.
What Sets You Apart
- An AI-first leadership mindset: you use data, insight and AI to improve outcomes.
- A coaching mindset- you build capability rather than simply provide answers.
- Strategic judgement- you identify where the team should focus and why.
- Curiosity and adaptability-you test new approaches and evolve ways of working.
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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