Customer Success Manager

Fitch Ratings, Inc.; Greater London; Hybrid; GBP 45,000 - 70,000; Full time

Benefits offered by this job

Hybrid work environment

Learning & mobility programs

Retirement planning

Healthcare offerings

Parental leave policy

Volunteer days

Job summary

Fitch Solutions in London is seeking a Customer Success Manager to join the Commercial Team and help drive adoption, retention, and growth across a dedicated book of accounts. You will build trusted client relationships, develop product expertise, and provide regular insights to management.

The role requires strong communication, strategic thinking, and cross-functional collaboration with Sales, Product, and Account Management. A hybrid work model and opportunities for development are offered.

Qualifications

• Previous client-facing experience, ideally in customer success.
• Ability to collaborate with operational and commercial teams.
• Excellent listening, presentation and communication skills.
• Ability to navigate complex client and stakeholder environments.
• Well organized and self-motivated.
• Customer-first mindset and engaging with people.

Responsibilities

• Develop and execute strategic account plans to drive adoption, retention, and growth.
• Build trusted client relationships and demonstrate value realization.
• Meet or exceed KPIs through proactive, client-centric approaches.
• Develop product expertise across Fitch Solutions and competitors.
• Provide regular reporting on engagement, activity, opportunities and risks.
• Collaborate cross-functionally with Account Management, Sales, and Product teams.
• Support onboarding and development of new team members.

Skills

Account planning

Relationship building

KPI management

Product knowledge

Client reporting

Cross-functional collaboration

Onboarding & training

Job description

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/risk and 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 role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast‑paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive and you can make a meaningful impact.

Fitch Solutions is currently seeking a Customer Success Manager to join our London office.

How You’ll Make An Impact

• Develop and execute strategic account plans to drive client adoption, retention, and growth across a dedicated book of accounts
• Build trusted client relationships and drive value realisation by ensuring clients achieve their business objectives and maximize the value of Fitch Solutions
• Consistently meet or exceed KPIs through a proactive, responsive, and client‑centric approach
• Develop product expertise across Fitch Solutions products as well as a broad understanding of the competitor offering
• Provide regular reporting and insights on client engagement, account activity, opportunities, and risks to management
• Collaborate cross‑functionally with Account Management, Sales Specialists, and Product teams to deliver exceptional client outcomes and identify growth opportunities
• Support the onboarding and development of new team members as needed

Activation

• Prepare a success plan focused on usage, adoption, and renewal data
• Monitor account health and meet with Account Managers/Sales Specialists to align on client objectives and business goals
• Develop a strong understanding of each client’s organisation, workflows, and use cases to better support their needs and drive product relevance

Onboarding

• Plan onboarding and engagement, building trust and understanding customer needs
• Drive adoption and ensure maximum value from licenses

Retention

• Engage with clients to nurture relationships, identify at‑risk customers, and review renewals
• Hold regular ‘QBR or EBRs’ with your customers, working in partnership with sales
• Review upcoming renewals (90-120 days out) with Account Managers and provide input on account health and client engagement
• Collect customer feedback and monitor usage to provide insights
• Ensure that you meet with as many clients as possible to drive adoption, usage and advocacy. Driving volume whilst providing excellent customer experience
• Travel across EMEA is required to conduct in‑person client meetings, build executive and user‑level relationships, support customer retention, and identify growth opportunities

Expansion

• Identify upsell opportunities and drive market advocacy from clients
• Support the development of client advocacy by fostering positive relationships and strong product engagement

You May Be a Good Fit If

• Previousclient facing experience with ideally previous customer success experience
• Ability to collaborate with operational and commercial teams internally
• Excellent listening, presentation and communication skills
• Ability to navigate complex customer and stakeholder environments
• Well organized and self‑motivated
• Customer first mindset and a love for engaging with people

Would Make You Stand Out

• Minimum 1.5 years of customer success experience within financial services or SaaS industry
• Strong knowledge of financial services and related client workflows
• Proficiency in an additional European language is a plus
• Tenacious, proactive, and goal‑oriented with a strong focus on delivering results

Why Choose Fitch

• Hybrid Work Environment: 3 days a week in office required based on your line of business and location
• A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
• Investing in Your Future: Retirement planning, financial wellness and tuition reimbursement programs that empower you to achieve your short and long‑term goals
• Promoting Health & Wellness: Comprehensive healthcare offerings that prioritize a healthy body & mind
• Supportive Parenting Policies: Family‑first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Dedication to Giving Back: Paid volunteer days and support for community engagement initiatives

At Fitch, AI is embedded in how we work every day—supporting smarter decision‑making, streamlining workflows, and enabling new ways to create value for our business and clients. Intelligent solutions are increasingly part of our day‑to‑day operations, helping teams work more efficiently and think differently as we continue to evolve. We’re looking for colleagues who are comfortable operating in an AI‑enabled environment—or who are curious, adaptable, and eager to build their AI literacy over time. We value professionals who embrace technology as part of continuous learning and who are committed to using it thoughtfully to enhance how work gets done.

Fitch is committed to providing global securities markets with objective, timely, independent and forward‑looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch is proud to be an Equal Opportunity and Aff…? We evaluatequalified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.