Global Head of Client Experience, Cboe Data Vantage

Job Description:

This is a rare opportunity to define what great looks like for client relationship management at a global exchange and data business. The role sits at the intersection of commercial strategy, client relationships, and product intelligence in one of Cboe highest-growth businesses.

Key Responsibilities

• Team Leadership - Manage and develop a global team of Relationship Managers, establishing clear expectations, career paths, and a high-performance culture
• Retention & Renewals - Own the renewal process across the portfolio, ensuring proactive engagement well ahead of contract dates and minimizing churn
• Book of Business Oversight - Ensure every account has a named RM with structured coverage tiered by size and complexity
• Usage & Health Monitoring - Build processes to track client usage trends, flagging both underutilization risk and expansion signals across the portfolio
• Client Engagement - Set and enforce standards for client touchpoint cadence, including regular check-ins and quarterly business reviews
• Senior Escalation & Internal Navigation - Serve as a senior escalation point for complex client issues, coordinating across Cboe internal teams - including Product, Technology, Operations, Legal, and Compliance - to drive timely resolution. Act as a strategic advocate who helps clients navigate the organization, ensuring they feel prioritized
• Commercial Alignment - Partner closely with sales to pass qualified expansion leads and ensure seamless handoffs throughout the client lifecycle
• Product Intelligence - Serve as the voice of the client into product teams, systematically surfacing feedback, unmet needs, and market signals from the RM team daily interactions
• Client Experience Innovation - Continuously assess and improve the client journey across key touchpoints, from onboarding and adoption through renewal. Champion a culture of client-centricity within Data Vantage, influencing internal processes and behaviors, and evaluate tools and technologies - including CRM enhancements and client health dashboards - to scale and strengthen the team effectiveness
• Operational Excellence - Drive CRM discipline, at-risk account identification, and consistent reporting against key metrics

How We will Measure Success

• Net Revenue Retention (NRR) and gross renewal rate
• Client satisfaction scores (NPS/CSAT)
• Qualified leads sourced and passed to sales
• Client meeting and touchpoint frequency against tier-based targets
• CRM hygiene and at-risk account coverage

Qualifications

• 12+ years of experience in client success, account management, or relationship management within a B2B data, analytics, financial technology, or SaaS business
• Proven track record managing and growing a team responsible for a recurring revenue portfolio
• Deep understanding of the renewal lifecycle and commercial accountability in a subscription-based business
• Experience building or significantly scaling a client-facing organization - not just running one
• Strong executive presence and ability to engage confidently with senior client stakeholders
• Familiarity with financial markets data or exchange-related products a plus
• CRM proficiency (Salesforce preferred); data-driven approach to portfolio management

Benefits and Perks of working for Cboe Global Markets

We value the total wellbeing of our people – including health, financial, personal and social wellness. We believe standard benefits like health insurance and fair pay are a given at any organization. Still, you should know we offer: 

• Fair and competitive salary and incentive compensation packages with an upside for overachievement  

• Generous paid time off, including vacation, personal days, sick days and annual community service days 

• Health, dental and vision benefits, including access to telemedicine and mental health services  

• 2:1 401(k) match, up to 8% match immediately upon hire  

• Discounted Employee Stock Purchase Plan   

• Tax Savings Accounts for health, dependent and transportation  

• Employee referral bonus program   

• Volunteer opportunities to help you give back to your communities   

Some of our associates’ favorite benefits and perks include:  

• Complimentary lunch, snacks and coffee in any Cboe office  

• Paid Tuition assistance and education opportunities  

• Generous charitable giving company match  

• Paid parental leave and fertility benefits   

• On-site gyms and discounts to other fitness centers  

#LI-CP2

More About Cboe Global Markets 

We’re reimagining the future of the workplace by focusing on what matters most, our people.  Our journey is an inclusive one. We’re investing deeply in leadership programs and career development initiatives that ensure everyone has an equal chance to succeed.

We work with purpose, solving problems with ingenuity, collaboration, and a lot of passion. We’re an engaged and excited team connecting markets across borders and embracing growth in all its forms to achieve incredible outcomes.  

Learn more about life at Cboe on our website and LinkedIn. 

Equal Employment Opportunity 

We're proud to be an equal opportunity employer do not discriminate against any employee or applicant for employment based on any legally protected characteristic, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or Veteran status. We are committed to fostering a workplace where all individuals are valued and respected.

This position is not eligible for visa sponsorship. Candidates must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.

Salary Ranges (applicable for US locations only)

This role may also be eligible for annual incentive compensation and, where applicable, participation in Cboe's long-term equity programs.

Additional information about Cboe's total rewards program, including benefits and other compensation components, can be found here: Total Rewards at CBOE.​
 

Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe.com email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.