Senior Customer Success Manager

Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Its analysts, lawyers, journalists and economists offer in-depth views on credit markets/risk and individual credits, ESG, developed and emerging markets, and industry sectors. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries.

Fitch Group is owned by Hearst.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast-paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together.

With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive and you can make a meaningful impact.

Want to learn more about a career on our commercial team? Visit our careers page:
Fitch Solutions is currently seeking a Senior Customer Success Manager, fluent in both French and English, to join our London office.

How You’ll Make an Impact:
Develop and execute strategic account plans to drive client adoption, retention, and growth across a dedicated book of accounts

Build trusted client relationships and drive value realisation by ensuring clients achieve their business objectives and maximize the value of Fitch Solutions Consistently meet or exceed KPIs through a proactive, responsive, and client-centric approach

Develop product expertise across Fitch Solutions products as well as a broad understanding of the competitor offering Provide regular reporting and insights on client engagement, account activity, opportunities, and risks to management

Collaborate cross-functionally with Account Management, Sales Specialists, and Product teams to deliver exceptional client outcomes and identify growth opportunities

Support the onboarding and development of new team members as needed Activation:
Prepare a success plan focused on usage, adoption, and renewal data Monitor account health and meet with Account Managers/Sales Specialists to align on client objectives and business goals

Develop a strong understanding of each client’s organisation, workflows, and use cases to better support their needs and drive product relevance

Onboarding:
Plan onboarding and engagement, building trust and understanding customer needs Drive adoption and ensure maximum value from licenses Retention:
Engage with clients to nurture relationships, identify at-risk customers, and review renewals Hold regular ‘Q  or EBRs’ with your customers, working in partnership with sales Review upcoming renewals (90-120 days out) with Account Managers and provide input on account health and client engagement

Collect customer feedback and monitor usage to provide insights Ensure that you meet with as many clients as possible to drive adoption, usage and advocacy. Driving volume whilst providing excellent customer experience Travel across EMEA is required to conduct in-person client meetings, build executive and user-level relationships, support customer retention, and identify growth opportunities

Expansion:
Identify upsell opportunities and drive market advocacy from clients Support the development of client advocacy by fostering positive relationships and strong product engagement You May be a Good Fit if:

Previous client facing experience with ideally previous customer success experience Ability to collaborate with operational and commercial teams internally Excellent listening, presentation and communication skills Ability to navigate complex customer and stakeholder environments Well organized and self-motivated Customer first mindset and a love for engaging with people  What Would Make You Stand Out:
Minimum 3 years…