Digital Client Success Manager

Work Location:

US (NYC - Hybrid)

Reports to:

Managing Director, Head of Client Success

Rapid Ratings sets the standard for financial health transparency between business partners, transforming the way the world's leading companies manage enterprise and financial risk. We provide the most sophisticated, accurate, and actionable analysis of public and private companies in over 140 countries worldwide. Our commitment to accuracy and financial health transparency has earned us a reputation as a trusted partner among the world's leading Fortune 500 companies and financial institutions.

We enable companies to build resilient supply chains and profitable customer relationships with financial health analytics that are as easy to use as they are powerful.

The Digital Client Success Manager owns the success motion for Rapid Ratings' Commercial client tier, partnering with the Commercial Account Manager to drive retention, adoption, and growth across a large book of accounts. This is a scaled, digital‑first role built on programmatic onboarding, proactive health monitoring, and campaign‑driven engagement that delivers measurable value to clients efficiently and at volume. A strong scaled motion depends on clear, engaging content, and this role pairs frontline client ownership with the creation of instructional, marketing, video, and product positioning assets that bring the client experience to life.

This includes Customer Academy modules, adoption campaigns, self‑serve resources, short‑form enablement videos, webinars, and value‑focused product messaging. These assets will support Commercial clients directly while also strengthening how the broader Client Success organization engages its accounts. This is a builder role for someone equally comfortable guiding a client's adoption journey, designing a learning module, creating client‑facing content, and using modern digital and AI tools to scale impact.

• Own the success and adoption motion for the Commercial client tier through a scaled, digital‑first, one‑to‑many model.
• Partner with the Commercial Account Manager on shared ownership of renewals and expansion, with a clear division of labor across the account lifecycle.
• Design and run programmatic onboarding so new Commercial clients reach first value quickly and consistently.
• Monitor account health at scale using utilization and engagement signals, and trigger proactive outreach when accounts show risk or growth indicators.
• Run targeted adoption campaigns across the book to drive usage of the Rapid Ratings product suite.
• Build the instructional design backbone of the scaled motion, including onboarding guides, in‑product walkthroughs, Customer Academy modules, and self‑serve resources.
• Develop content marketing assets that support adoption and engagement at scale, including webinars, email programs, and recurring client communications.
• Create video‑based client education and enablement content, including short‑form tutorials, recorded walkthroughs, webinar segments, and reusable training assets.
• Contribute product marketing material that translates product capability into clear client value, including feature adoption messaging, use‑case narratives, and persona‑specific positioning.
• Use AI‑enabled tools to improve content creation, client engagement, workflow efficiency, personalization, and scaled delivery while maintaining accuracy, quality, and brand consistency.
• Equip the Enterprise CSM team with reusable assets such as playbooks, value narratives, training content, and client‑facing collateral.
• Maintain a reusable content library that keeps messaging consistent across the client base and across all client‑facing teams.

• Strong client relationship skills, content creation ability, digital fluency, and operational discipline. Energetic about a role that spans Client Success, Account Management, Customer Education, and Marketing rather than a single narrow lane.
• Experience in Client Success, Customer Marketing, Customer Education, or a closely related client‑facing role, ideally including exposure to a scaled or digital CS motion.
• Demonstrated ability to manage…