Customer Success Manager

Overview

In this role, you will develop strategic account plans to drive adoption, retention and growth across a defined client book. You will build trusted relationships, ensure clients achieve their objectives, and maximize value from Fitch Solutions. You will work cross-functionally to deliver outcomes, monitor account health, and provide insights to management. The role combines onboarding, activation and renewal activities with a focus on client-centric service and measurable impact in a fast-paced, AI-enabled environment.

Pay / Benefits

• Hybrid work environment
• Dedicated trainings and mentorship programs
• Retirement planning and financial wellness
• Comprehensive healthcare offerings
• Generous parental leave policies
• Paid volunteer days

Responsibilities

• Develop strategic account plans to drive adoption, retention, and growth across a dedicated book of accounts
• Build trusted client relationships and drive value realization by aligning Fitch Solutions capabilities with client objectives
• Meet or exceed KPIs through proactive, client-centric service
• Develop product expertise across Fitch Solutions products and understand competitor offerings
• Provide regular reporting on client engagement, activity, opportunities, and risks to management
• Collaborate cross-functionally with Account Management, Sales Specialists, and Product teams to deliver outcomes and identify growth opportunities
• Support onboarding and development of new team members as needed
• Activation: prepare success plans focused on usage, adoption, and renewal data; monitor account health; align with client objectives
• Onboarding: plan onboarding and engagement, drive adoption and value from licenses
• Retention: nurture relationships, identify at-risk customers, review renewals; conduct QBR/EBRs with sales; monitor account health
• Collect customer feedback and monitor usage to provide insights; drive adoption and advocacy
• Travel across EMEA to conduct in-person meetings and build executive/user relationships; identify growth opportunities
• Expansion: identify upsell opportunities and foster client advocacy and product engagement
• Assist with the internal development of clients’ workflows and use cases to improve product relevance
• Engage with multiple stakeholders to ensure customer success and positive outcomes

Key requirements

• Previous client-facing experience with customer success preferred
• Ability to collaborate with operational and commercial teams
• Excellent listening, presentation, and communication skills
• Ability to navigate complex customer and stakeholder environments
• Well organized and self-motivated
• Customer-first mindset and affinity for engaging with people
• Minimum 1.5 years of customer success experience in financial services or SaaS is a plus
• Proficiency in an additional European language is a plus
• Tenacious, proactive, and results-driven

• excellent listening
• presentation and communication skills
• collaboration with cross-functional teams
• financial services knowledge
• SaaS domain familiarity
• ability to interpret usage data and renewals information

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