Assistant Director - Customer Success Manager

Overview

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.

• Minimum 5 years of professional experience in account management, customer success, pre-sales, sales or customer support roles
• Prior experience with Bank and Asset Management entities is considered a plus
• Exceptional communication, relationship-building, and presentation skills, with the ability to engage stakeholders at all levels
• Demonstrated ability to work collaboratively in cross-functional teams while independently managing priorities and delivering result
• Experience in creating and leading scalable client focused communications or campaigns preferred
• Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, KYC, AML, supplier and credit risk use cases preferred
• Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency
• Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use
• Ability to travel as needed (up to 25% of the time)

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

• 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, sharing industry best practices and resources, such as training, user events, webinars, product releases, and more
• Lead engagements including hosting webinar style training and empowering customers at scale through sharing helpful and relevant resources
• 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 quarterly strategic sessions
• Collaborate with team members to create and maintain training resources for end users
• 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
• Help to upskill colleagues through product training and “lunch and learn” style engagements
• Coordinate customer-facing initiatives with other KYC and Data Apps teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.)

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…