Head of Client Success - Sustainability Solutions

Let’s be #BrilliantTogether

ISS-STOXX Sustainability Solutions is looking for a strategic, high-performing leader to oversee the Client Success organization. The ideal candidate will quickly learn existing workflows across key functions, take ownership of outcomes, and raise performance through clear operating rhythms and coaching. This leader will develop regional team leads and mobilize the global organization to deliver a consistently excellent client experience.

Candidates must demonstrate the ability to collaborate with a broad set of stakeholders and advocate for client needs across research, product, sales, marketing, and operations. The role partners with business leadership to anticipate needs, surface risks early, and translate client insights into measurable retention and growth outcomes.

MAIN RESPONSIBILITIES

Own client retention

• Set and execute a retention strategy that drives best-in-class renewals across regions and client segments

• Build a scalable playbook for renewal forecasting, risk mitigation, and executive escalations

• Partner with Sales to convert Client Success insights into qualified expansion opportunities (cross-sell/upsell)

Define success metrics and run the operating cadence

• Establish global goals aligned to business priorities and translate them into actionable team plans

• Own customer health measurement (e.g., adoption, support trends, sentiment) and drive interventions for at-risk accounts

• Maintain dashboards and reporting in Salesforce for renewals, expansion, and service delivery

• Lead recurring business reviews (internal and client-facing) and communicate progress, risks, and outcomes to leadership

Lead the Voice of the Client program

• Monitor captured client feedback and synthesize the needs

• Partner with Product and Research to prioritize enhancements using a transparent framework (impact, effort, revenue, risk)

• Coordinate with Marketing to communicate roadmap progress and amplify responsiveness through targeted campaigns

Build and develop a high-performing team

• Develop regional leaders and create clear career paths, performance expectations, and succession plans

• Lead hiring, onboarding, and capacity planning to ensure coverage for Tier 1/strategic accounts and critical workflows

• Own enablement: keep the Knowledge Base current, establish best-practice playbooks, and standardize training across regions

• Coach team members through regular check-ins, skill-building, and development plans to support long-term growth at ISS-STOXX

Serve as executive sponsor for strategic clients

• Build and maintain executive relationships with Tier 1 and strategic clients to increase satisfaction, adoption, and advocacy

• Lead complex escalations end-to-end, coordinating internal teams to deliver timely resolution and clear client communication

• Partner with Risk/Compliance and Legal where needed to support client due diligence, data/privacy questions, and contractual service obligations

Required skills and qualifications

• Experience: 10+ years in client-facing roles, including senior leadership of a Client Success, Account Management, or Services organization

• Commercial acumen: ability to influence expansion outcomes in partnership with Sales

• Domain expertise: strong understanding of capital markets, sustainable investing, institutional investors’ data use, and stewardship workflows

• Executive communication: exceptional written and verbal communication, strong presentation skills, and comfort engaging C-level stakeholders

• Operational rigor: proven ability to build metrics, dashboards, and operating cadences; proficiency with Salesforce (or equivalent CRM) and customer success tooling

• Program/project leadership: track record managing complex, long-term, multi-stakeholder programs from design through delivery

• Leadership style: entrepreneurial, curious, and outcomes-driven, with a coaching mindset and high bar for client experience

#LI-TG1 #ISSS #DIRECTOR

What You Can Expect from Us

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.

Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.

Let’s empower, collaborate, and inspire.

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.

ISS Sustainability Solutions enable investors to develop and integrate sustainable investing policies and practices, engage on responsible investment issues, and monitor portfolio company practices through screening solutions. ISS Sustainability Solutions also provides climate data, analytics, and advisory services to help financial market participants understand, measure, and act on climate-related risks across all asset classes. In addition, our solutions cover corporate and country ESG research and ratings enabling its clients to identify material social and environmental risks and opportunities.

Visit our website: https://www.issgovernance.com

View additional open roles: https://www.issgovernance.com/join-the-iss-team/