Asst Dir-Customer Success Manager

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it.

We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

Skills and Competencies

• 5+ years of professional experience in customer success, account management, pre-sales or customer support roles
• Ability to work both independently and within a team environment, with high attention to detail
• Excellent verbal/written communication and presentation skills
• Ability to present high-level information as well as detailed demonstrations of products & services
• Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, supplier and credit risk use cases preferred
• Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools—such as Copilot and ChatGPT—can be used to improve processes and drive efficiency.
• Interest in exploring agentic AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use.

Education

• Undergraduate/first-level degree (e.g., Bachelor’s degree) required, preferably with coursework in business, economics, finance, marketing or related fields.

Responsibilities

• Be accountable for your customer’s overarching success throughout the customer lifecycle, including customer adoption, account health, and retention at scale
• Act as the trusted advisor for clients, sharing industry best practices and resources, such as training, user events, webinars, product releases, and more
• Build cross-functional partnerships by contributing your customer-centric perspective to internal continuous improvement initiatives driving efficiency and effectiveness
• Organize and lead customer engagements including onboarding, kickoff, status calls, and strategic sessions
• Participate in the strategic account planning approach for your assigned customer portfolio; author a plan for retaining and growing customer relationships year over year, ensuring internal alignment by partnering with Account Managers to execute on the identified success criteria
• Collaborate with team members to create and maintain training resources for end users
• Monitor and analyze customer’s usage of our product
• Present utilization information to clients with recommendations to optimize their results
• Identify and track opportunities and risks within assigned customer base
• Maintain strong product knowledge for training, usage and client satisfaction
• Coordinate customer-facing initiatives with other Corporate & Government teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.)
• Ability to travel as needed (up to 25% of the time)

About the team

Our Customer Engagement team is responsible for driving purposeful and value-based interactions with our clients to maximize retention, satisfaction, and loyalty. By joining our team, you will be part of exciting work in developing deep customer relationships, bringing the voice of the customer to the center of our business strategies, and identifying new opportunities for expansion. We strive to be an industry-leading organization with a strong focus on customer centricity and collaboration.

For US-based roles only: the anticipated hiring base salary range for this…