Senior Customer Success Manager

Fitch Solutions is currently seeking a Senior Customer Success Manager based out of our New York office.

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 and risk, 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 senior role on the Fitch Solutions Commercial Team, where your ability to build trusted client relationships meets the opportunity to support some of our most important global clients. Joining us means working in a dynamic, fast-paced environment backed by a leading financial services group. Our portfolio of brands and products reflects a strong commitment to collaboration, innovation, and helping clients make better-informed decisions.

The Senior Customer Success Manager (Senior CSM) is responsible for helping clients realize measurable value from Fitch Solutions' products and services. This role will cover a portfolio of our most strategic clients, many of which are global in nature and have complex organizational structures, workflows, and stakeholder groups across regions and business lines.

Working closely with Account Management, Sales, Solution Architects, Product Managers, Analysts, and other internal stakeholders, the Senior CSM will lead onboarding, adoption, relationship development, executive engagement, retention, and growth efforts. The Senior CSM will serve as a trusted advisor who understands each client's business priorities and can connect Fitch Solutions' research, data, analytics, and expertise to the needs of different client personas and segments.

In addition to managing client relationships, the Senior CSM is expected to contribute to the broader success of the team by mentoring colleagues, leading discussions during team meetings, sharing best practices, and taking ownership of one-off projects that improve how Customer Success and adjacent departments operate.

• Own and develop relationships across a portfolio of Fitch Solutions’ most strategic global clients, including complex financial institutions with stakeholders across multiple regions, business lines, and seniority levels.
• Build and execute tailored success plans aligned to client priorities, workflows, expected outcomes, and renewal objectives.
• Establish trusted advisor relationships with users, champions, economic buyers, and executive stakeholders.
• Navigate large, matrixed organizations by developing stakeholder maps and expanding engagement beyond existing contacts.
• Lead virtual and in-person client meetings, product demonstrations, training sessions, analyst engagements, and executive-level conversations.

• Lead onboarding programs to ensure clients are successfully launched and positioned to realize value quickly.
• Help clients understand how Fitch Solutions products, data, research, and analytics support their workflows and business objectives.
• Monitor adoption and usage trends, identify gaps, and develop targeted plans to increase engagement across user groups.
• Tailor value messaging and engagement strategies based on client persona, segment, workflow, and level of credit-market expertise.
• Partner with Account Management, Sales, Solution Architects, Product Managers, and Analysts to deliver a coordinated client experience.

• Conduct regular client outreach through meetings, calls, targeted email campaigns, events, and analyst engagements.
• Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and strategic value discussions that demonstrate outcomes, align on priorities, and establish clear next steps.
• Engage stakeholders at multiple levels, including senior and executive decision-makers, and adapt communication to the audience.
• Gather client feedback and communicate actionable insights to Product Management and other internal stakeholders.
• Coordinate internal resources to address client needs, remove barriers, and strengthen the overall relationship.

• Own client health and proactively monitor product usage, engagement, stakeholder coverage,…