Asst Dir-Customer Success-TL

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.

• 4-5+ years of experience in direct business-to-business client-facing roles, ideally within commercial data, analytics, regulatory, or finance industries
• Understanding of complex business concepts and processes, particularly in regulatory compliance, supplier risk, and credit risk use cases
• Proven ability to lead, coach, and develop high-performing teams
• Strong customer success, account management, and relationship-building skills
• Ability to analyze customer health, adoption, retention, and operational metrics to drive outcomes
• Exceptional written and verbal communication skills with the ability to influence stakeholders at all levels
• Strong problem-solving and decision-making skills in complex customer and business situations
• Demonstrated ability to effectively manage competing priorities in a fast-paced environment
• Experience driving cross-functional collaboration and leading initiatives across multiple teams
• Commitment to continuous improvement, process optimization, and operational excellence
• Ability to lead through change while maintaining team engagement and focus
• Strong organizational, coaching, and project management skills
• 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

• Undergraduate or first-level degree (e.g., Bachelor's degree) in Business, Economics, Finance, Marketing, or a related field

• This role serves as both a customer success leader and an individual contributor, responsible for managing a portfolio of strategic customer accounts while providing day-to-day leadership, coaching, and development for a team of Customer Success Managers.
• Lead and develop a team of Customer Success Managers through coaching, mentoring, performance management, and career development conversations
• Manage a portfolio of strategic customer accounts, serving as the primary point of contact for success planning, adoption, renewals, and escalations
• Drive customer retention, satisfaction, and growth by ensuring clients achieve their desired outcomes and realize ongoing value from Moody's solutions
• Develop and execute customer success strategies and account plans that support adoption, expansion opportunities, and long-term customer health
• Proactively identify and mitigate risks within customer accounts, leading resolution efforts and escalation management when necessary
• Partner closely with Sales, Product, Support, and other internal stakeholders to deliver a seamless customer experience and resolve client challenges
• Assess customer health, analyze adoption and engagement trends, and provide strategic recommendations to improve customer outcomes
• Capture and advocate for the voice of the customer through feedback programs, customer forums, satisfaction surveys, and executive business reviews
• Onboard, train, and enable team members on customer success…