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/

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.