Assc Dir-Customer Success - Banking

Moody's - New York, NY

Full-time - Mid Level

New York, NY

Administrative and Support Services

About the position

The Customer Success Management role is pivotal to our organization's profitability, both in the short and long term. The success of our company is directly tied to our clients' ability to derive ongoing value from our solutions and services. As a Customer Success Manager, you will coordinate internal resources to enhance customer adoption and deliver timely, relevant content, which is essential for driving higher retention rates (Annual Recurring Revenue - ARR). You will engage with customers to understand their use cases and business outcomes, allowing you to develop an engagement strategy that aligns our teams with the customers' objectives. Key components of our operating model include customer journey mapping, conducting Quarterly Business Reviews (QBRs), assessing health scores, and ensuring timely value delivery to our clients. In this role, you will build partnerships with customers, developing client references and sourcing marketing content, sponsoring client events, and leading community-building activities. You will also represent the voice of the customer in discussions regarding the product roadmap and serve as a communication channel for product updates to the customer base. A strong understanding of commercial banking, particularly in corporate lending, finance, and risk practices, is essential. Experience with credit data and credit models for underwriting, allowance calculations (CECL), credit Value at Risk (VaR), and stress-testing will be advantageous. Your ability to define customer engagement strategies by leveraging your industry and product knowledge will be crucial in addressing the customers' critical priorities and coordinating the involvement of internal experts to support sustained client interactions.

Responsibilities

• Gather information on customer use of Risk, Finance and Lending solutions and communicate to internal partners.
• Proactively conduct discovery of the client's objectives and priorities around the use of our solutions.
• Maintain detailed understanding and documentation of customer use cases, usage metrics, and health scores.
• Deepen customer relationships across seniority and functional areas, positioning the company in an advisory role.
• Anticipate customer needs and facilitate delivery of content and insight to deepen their product relationship.
• Impart best practices around solution application to solve customer problems based on jobs to be done.
• Conduct meetings independently with necessary expertise and confidence.
• Work closely with the Sales account team to align sales plans with Customer Success Management success plans.
• Coordinate delivery of Quarterly Business Reviews (QBRs).
• Proactively manage relationships with customer sponsors and end users, reflected in renewals and high NPS scores.
• Accurately forecast full year churn rate.
• Partner closely with internal stakeholder teams to support the customer journey across user adoption, retention, and executive engagement.
• Translate business needs effectively as a strong communicator.
• Channel customer feedback to development teams.
• Communicate new product developments to customers.
• Build relationships that empathize with every aspect of the customer experience and ensure continuity in the customer journey.
• Coordinate development of case studies based on customer testimonials and achievements.
• Contribute to preparation and delivery of product/industry webinars and customer events.
• Foster a customer network to facilitate peer discussions among clients.

Requirements

• Minimum of 7 years of experience working in Commercial & Industrial (C&I) lending or financial services.
• Prior experience in a client-facing role including Customer Success, Consultant, Banking Relationship Manager, Bank Lender, or Sales Specialist position.
• Understanding of the banking industry, including regulation, wholesale loan origination, and credit risk practices.
• Experience with credit models such as Probability of Default (PD), Loss Given Default (LGD), risk rating, economic capital, and CECL.
• Ability to build relationships at all levels within customer organizations.
• Demonstrated ability to work in a collaborative team environment.
• Excellent written and verbal communication skills, along with strong presentation skills.
• Self-starter willing to 'roll up sleeves' as necessary.
• Undergraduate degree required; Graduate/second-level degree preferred.