Customer Success Management Associate

Moody's Investors Service; Manchester; On-site; GBP 32,000 - 52,000; Full time

Job summary

Moody's Investors Service is seeking a Customer Success/Account Manager to own the customer journey from onboarding to retention. You will serve as a trusted advisor, sharing best practices, and coordinating scalable client communications and campaigns to maximise value.

You will lead engagements, train customers, monitor usage, and collaborate with cross-functional teams to improve processes and drive efficiency. Travel up to 25% may be required.

Qualifications

• 2+ years of professional experience in customer success, account management, pre-sales or customer support roles.
• Ability to work independently and in a team with high attention to detail.
• Excellent verbal and written communication in English; other European languages valued.
• Experience creating and leading scalable client communications or campaigns.
• Understanding of regulatory compliance, supplier and credit risk use cases.
• Willingness to travel up to 25%.
• Interest in AI concepts and responsible AI practices.

Responsibilities

• Own customer success across the lifecycle, including adoption, health, and retention at scale.
• Serve as trusted advisor; share industry best practices and resources (training, events, webinars, releases).
• Lead engagements including hosting trainings and scaling support through resources.
• Build cross-functional partnerships; contribute to internal improvements for efficiency.
• Organise and lead customer engagements (onboarding, kickoff, status calls, strategy sessions).
• Collaborate to create training resources for end users.
• Monitor and analyse customer usage of Moody’s product.
• Present utilization data with recommendations to optimise results.
• Identify opportunities and risks within the customer base; track progress.
• Maintain deep product knowledge for training and satisfaction.
• Upskill colleagues via product training and “lunch and learn.”
• Coordinate customer initiatives with other teams (marketing, product, beta testers).

Skills

Customer success

Account management

Public speaking

Multilingual communication

Campaign management

Regulatory knowledge

Travel readiness

AI awareness

Education

Bachelor’s degree or equivalent

Job description

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.

Skills and Competencies

• 2+ years of professional experience in customer success, account management, pre-sales or customer support roles
• Ability to work both independently and within a team environment, with high attention to detail
• Excellent verbal/written communication and presentation skills in English. Fluency in other European languages is highly preferred
• Experience in creating and leading scalable client focused communications or campaigns preferred
• Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, supplier and credit risk use cases preferred
• Ability to travel as needed (up to 25% of the time)
• Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency. Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use.

Education

• Undergraduate/first-level degree (e.g., Bachelor’s degree) required, preferably with coursework in business, economics, finance, marketing or related fields.

Responsibilities

• Be accountable for your customer’s overarching success throughout the customer lifecycle, including customer adoption, account health, and retention at scale
• Act as the trusted advisor, sharing industry best practices and resources, such as training, user events, webinars, product releases, and more
• Lead many engagements including hosting webinar style training and empowering customers at scale through sharing helpful and relevant resources
• Build cross-functional partnerships by contributing your customer-centric perspective to internal continuous improvement initiatives driving efficiency and effectiveness
• Organise and lead customer engagements including onboarding, kickoff, status calls, and strategic sessions
• Collaborate with team members to create and maintain training resources for end users
• Monitor and analyse customer’s usage of our product
• Present utilisation information to clients with recommendations to optimise their results
• Identify and track opportunities and risks within assigned customer base
• Maintain strong product knowledge for training, usage and client satisfaction
• Help to upskill colleagues through product training and “lunch and learn” style engagements
• Coordinate customer-facing initiatives with other teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.)

About the team

Our Customer Engagement team is responsible for driving purposeful and value-based interactions with our clients to maximise retention, satisfaction, and loyalty. By joining our team, you will be part of exciting work in developing deep customer relationships, bringing the voice of the customer to the center of our business strategies, and identifying new opportunities for expansion. We strive to be an industry-leading organisation with a strong focus on customer centricity and collaboration.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.