Senior Customer Success Management Associate

Moody's Corporation; Manchester; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Moody's Corporation is seeking a Customer Success professional in Manchester to drive overarching customer success across the lifecycle, including adoption, health, and retention at scale. You will act as a trusted advisor, sharing industry best practices, training, events, and product updates to help clients maximize value.

The role requires 5+ years in customer success or related fields, excellent communication skills, and the ability to travel up to 25%.

Qualifications

• Undergraduate/first-level degree required, preferably in business, economics, finance, marketing or related fields.
• 5+ years in customer success, account management, pre-sales or support roles.
• Strong verbal and written communication and presentation skills.
• French language is advantageous.
• Experience defining success metrics, growth opportunities, and retention risk monitoring.

Responsibilities

• Be accountable for the customer's overarching success across the lifecycle, including adoption, health, and retention at scale.
• Act as trusted advisor, sharing best practices and resources (training, events, webinars, product releases).
• Lead engagements including webinars and scalable training resources for customers.
• Build cross-functional partnerships to drive efficiency and customer-centric improvements.
• Organise and lead onboarding, kickoff, status calls, and strategic sessions with customers.
• Collaborate to create training resources for end users.
• Monitor and analyse customer usage and present recommendations to optimise results.
• Identify opportunities and risks within the assigned customer base.
• Maintain strong product knowledge for training and satisfaction.
• Upskill colleagues through product training and "lunch and learn" sessions.
• Coordinate customer-facing initiatives with other KYC and Data Apps teams.

Skills

5+ years exp

Teamwork

Communication

French (advantage)

Account planning

Discovery research

Regulatory knowledge

Travel up to 25%

AI awareness

Education

Bachelor's degree

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. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

Skills And Competencies

• 5+ 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
• Additional languages, specifically French is highly advantageous.
• Experience developing and maintaining customer account plans, including defining success metrics, identifying growth opportunities, and monitoring retention risks
• Solid probing, investigative, and research skills to support the development of practical, customer-centric solutions
• 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 optimize 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 KYC and Data Apps 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.