Global Head of Client Experience

Responsibilities

• Lead and develop a global team of Relationship Managers, establishing a high-performance culture and clear career paths.
• Own the renewal process across the global portfolio to drive retention and minimize churn.
• Oversee the book of business to ensure structured coverage and proactive engagement for all accounts.
• Monitor client usage trends to identify underutilization risks and expansion opportunities.
• Set and enforce standards for client touchpoints, including regular check-ins and quarterly business reviews.
• Serve as a senior escalation point for complex client issues, coordinating with Product, Technology, and Legal teams.
• Partner with sales to identify and pass qualified expansion leads.
• Act as the voice of the client to product teams by surfacing market signals and unmet needs.
• Drive operational excellence through CRM discipline and consistent reporting against key metrics like NRR and CSAT.

Requirements

• 12+ years of experience in client success, account management, or relationship management within B2B data, fintech, or SaaS.
• Proven track record of managing and growing a team responsible for a recurring revenue portfolio.
• Deep expertise in the renewal lifecycle and commercial accountability within a subscription-based business model.
• Experience building or significantly scaling a client-facing organization.
• Strong executive presence with the ability to engage senior client stakeholders.
• Proficiency with CRM tools, specifically Salesforce.
• Data-driven approach to portfolio management and client health monitoring.

Preferred Qualifications

• Familiarity with financial markets data or exchange-related products.

Benefits

• Competitive salary and incentive compensation packages.
• Generous paid time off, including vacation, personal, and sick days.
• Comprehensive health, dental, and vision benefits, including telemedicine and mental health services.
• 2:1 401(k) match, up to 8% immediately upon hire.
• Discounted Employee Stock Purchase Plan.
• Paid parental leave and fertility benefits.
• Tuition assistance and professional development opportunities.

About the Company

Cboe Global Markets provides the financial infrastructure that powers the global economy. As a leading provider of market infrastructure and tradable products, Cboe delivers cutting-edge trading, clearing, and investment solutions to market participants around the world.