Head of Customer Success (INDG)

What you will do:

• Drive Retention and Growth:Lead a team of Client Service Partners to meet gross and net revenue retention targets across multiple customer segments. Develop forecasting rigor, influence commercial outcomes, and optimize account coverage to drive renewal performance.
• Operational Leadership: Establish a culture of accountability and ownership across the organization. Establish and maintain data accuracy, KPIs, and lead data-driven reviews of performance, churn, and customer health metrics. Guide team structure and territory strategy to support scale and efficiency.
• Customer Lifecycle Strategy: Execute and continuously improve Bloomberg Industry Group's client engagement model to ensure value delivery and long-term customer advocacy. Partner with Sales, Professional Services, Support, and Revenue Strategy & Operations to ensure a unified go-to-market motion across the customer lifecycle.
• Cross-Functional Influence: Serve as the strategic voice of the customer within Bloomberg Industry Group's Revenue organization. Collaborate with Sales, Product, Enablement, Finance, and Legal teams to remove barriers, accelerate adoption, and advocate for customer-centric innovations.
• Team Leadership & Talent Development:Recruit, develop, and retain a high-performing team of leaders and individual contributors. Drive onboarding and enablement programs to accelerate ramp time, build career pathways, and foster a culture of coaching, performance, and growth.
• Platform & Tools Excellence: Leverage a best-in-class SaaS toolkit (eg Salesforce, Gong, Marketing Cloud, Agent Force, etc.) to streamline workflows, enhance customer insights, and drive team efficiency. Translate platform data into actionable insights that improve customer outcomes and inform executive decisions.

You need to have:

• Bachelor's degree or equivalent experience required
• 10+ years of experience in B2B SaaS or enterprise software with 5+ years in post-sales leadership roles, including managing managers and large distributed teams
• Proven track record of exceeding customer retention and revenue goals
• Expertise in renewal forecasting, contract negotiation, and executive relationship management
• Strong operational mindset with a proven track record of using data to drive performance at scale
• Demonstrated success in building and scaling Customer Success or post-sales organizations at SaaS companies
• Executive-level communication skills with ability to influence C-level stakeholders
• Fluency in Salesforce and Gainsight or other customer success tools
• History of building trusted partnerships with Sales, Product, and Customer Experience teams
• Deep familiarity with procurement and contract negotiation within complex enterprises
• Background supporting SMB, mid-market, and enterprise customer segments
• Experience driving go-to-market alignment and lifecycle innovation across functions

Preferred Qualifications:

• JD or equivalent law degree or legal experience
• Experience leading CS operations
• Experience managing software relationships with legal, compliance, or editorial stakeholders

Equal Opportunity

Bloomberg Industry Group maintains a continuing policy of non-discrimination in employment. It is Bloomberg Industry Group's policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or maternity/parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law ("Protected Characteristic"). Bloomberg prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics ("Discrimination").