Asst Dir-Customer Success Manager

Moody's Corporation is a global leader in ratings and integrated risk assessment, focused on creating an inclusive environment. They are seeking an Assistant Director-Customer Success Manager to own the success of assigned clients, ensuring adoption and retention while collaborating with cross-functional teams to enhance customer relationships.

Responsibilities:

• Own the day‑to‑day success of assigned clients across the customer lifecycle, with a focus on adoption, account health, and retention at scale
• Serve as a trusted partner to customers by sharing relevant best practices and resources, including training materials, webinars, user events, and product updates
• Plan and lead structured customer engagements such as onboarding sessions, kickoffs, status calls, and periodic business reviews, ensuring consistent execution and follow‑through
• Facilitate customer enablement activities, including workshops and scalable education initiatives, to support effective product usage and value realization
• Develop and maintain a detailed understanding of client use cases, organizational structures, workflows, available resources, and data gaps; document findings to support continuity and scale
• Regularly review customer usage data and internal performance metrics to identify adoption trends, potential risks, and incremental growth opportunities
• Create and maintain account plans focused on improving adoption, customer satisfaction, and renewal outcomes, leveraging established frameworks and playbooks
• Maintain strong product knowledge and understanding of value propositions, enabling clear articulation of benefits aligned to customer needs
• Act as the voice of the customer internally, collaborating with Product, Sales, Marketing, and Operations teams to share feedback and support continuous improvement
• Coordinate customer‑facing initiatives with internal partners (e.g., connecting customers with Marketing for testimonials or Product teams for beta programs)
• Collaborate with peers to create, maintain, and improve end‑user training resources, supporting scalable customer enablement
• Contribute to the analysis and improvement of customer and internal workflows, helping teams meet defined customer success metrics efficiently
• Willingness and ability to travel up to 25% as required

Requirements:

• 5+ years of professional experience in customer‑facing roles such as account management, customer success, pre‑sales, sales, customer support, or compliance‑related functions
• Strong communication, relationship‑building, and presentation skills, with the ability to clearly explain complex concepts and engage stakeholders across operational and managerial levels
• Proven ability to collaborate effectively within cross‑functional teams while independently managing priorities and consistently delivering outcomes
• Experience developing and maintaining customer account plans, including defining success metrics, identifying growth opportunities, and monitoring retention risks
• Solid probing, investigative, and research skills to support the development of practical, customer‑centric solutions
• Experience supporting or executing client‑focused communications, initiatives, or campaigns at scale
• Working understanding of complex business and risk concepts, particularly in areas such as regulatory compliance, Know Your Customer (KYC), Anti‑Money Laundering (AML), supplier risk, and credit risk use cases
• Ability to use data and insights to identify service issues and contribute to continuous improvement initiatives
• Demonstrated ability to document, standardize, and improve processes, adapting to varying account complexities and multi‑team engagement models
• Undergraduate/first-level degree (e.g., Bachelor's degree) required, preferably with coursework in business, economics, finance, supply chain, marketing or related fields
• Willingness and ability to travel up to 25% as required
• Prior experience working with Industrial and/or Logistics organizations is strongly 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