Asst Dir-Customer Success Manager

PassFort; United States; On-site; USD 99,000 - 143,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Parental leave

Paid time off

401(k) plan

Life insurance

Disability insurance

Stock purchase plan

Tuition reimbursement

Job summary

Moody's is seeking a Customer Engagement professional who will own customer success across the lifecycle, act as a trusted advisor, and collaborate across teams to drive efficiency and retention. The role involves onboarding, strategic sessions, and cross-functional partnerships to expand relationships and adoption of Moody's products and services.

You will monitor usage, present insights to clients, and identify risks while traveling up to 25% as needed.

Qualifications

• Undergraduate/first-level degree required, preferably with coursework in business, economics, finance, marketing or related fields.
• Experience in customer success and account management roles.
• Strong communication and presentation skills.

Responsibilities

• Be accountable for customer success across the lifecycle, including adoption and retention.
• Act as trusted advisor, sharing best practices and resources.
• Build cross-functional partnerships to drive efficiency.
• Organize and lead onboarding, kickoff, and status calls.
• Develop strategic account plans for retention and growth.
• Collaborate on training resources and monitor product usage.
• Present usage data to clients with recommendations.
• Identify opportunities and risks within the customer base.

Skills

Customer success

Account management

Pre-sales

Customer support

Communication

Presentation skills

Regulatory compliance

AI concepts

Responsible AI

Education

Undergraduate/first-level 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.

Skills And Competencies

• 3-5+ 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
• Ability to present high-level information as well as detailed demonstrations of products & services
• Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, supplier and credit risk use cases preferred
• Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools—such as Copilot and ChatGPT—can be used to improve processes and drive efficiency.
• Interest in exploring agentic 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 for clients, sharing industry best practices and resources, such as training, user events, webinars, product releases, and more
• Build cross-functional partnerships by contributing your customer-centric perspective to internal continuous improvement initiatives driving efficiency and effectiveness
• Organize and lead customer engagements including onboarding, kickoff, status calls, and strategic sessions
• Participate in the strategic account planning approach for your assigned customer portfolio; author a plan for retaining and growing customer relationships year over year, ensuring internal alignment by partnering with Account Managers to execute on the identified success criteria
• Collaborate with team members to create and maintain training resources for end users
• Monitor and analyze customer’s usage of our product
• Present utilization 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
• Coordinate customer-facing initiatives with other Corporate & Government teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.)
• Ability to travel as needed (up to 25% of the time)

About The Team

Our Customer Engagement team is responsible for driving purposeful and value-based interactions with our clients to maximize 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 organization with a strong focus on customer centricity and collaboration.

For US-based roles only: the anticipated hiring base salary range for this position is $98,800.00 - $143,350.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation.

Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

• medical
• dental
• vision
• parental leave
• paid time off
• a 401(k) plan with employee and company contribution opportunities
• life
• disability
• accident insurance
• a discounted employee stock purchase plan
• tuition reimbursement

Moody’s is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law.

Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws.

If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [e-mail].

This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

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.