Asst Dir-Customer Success-TL

Moody's Investors Service; Northern (KY); Hybrid; USD 113,000 - 164,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Parental leave

Paid time off

401(k) plan with company contribution

Life, disability, accident insurance

Stock purchase plan

Tuition reimbursement

Job summary

Moody's Investors Service seeks a Customer Success leader who balances strategic account management with day-to-day team leadership. You will guide CS Managers, drive renewals, and shape adoption strategies across a portfolio of strategic clients.

You will partner with Sales, Product, and Support to deliver value, oversee risk management, and contribute to ongoing customer health and expansion initiatives.

Qualifications

• 4-5+ years in direct B2B client-facing roles in data, analytics, regulatory, or finance industries.
• Understanding of regulatory compliance, supplier risk, and credit risk use cases.
• Ability to lead, coach, and develop high-performing teams.
• Strong customer success, account management, and relationship-building skills.

Responsibilities

• Lead and develop a team of Customer Success Managers through coaching, performance management, and career development conversations.
• Manage a portfolio of strategic customer accounts, serving as the primary point of contact for success planning, adoption, renewals, and escalations.
• Drive customer retention, satisfaction, and growth by ensuring clients achieve their desired outcomes and ongoing value from Moody's solutions.
• Develop and execute customer success strategies and account plans that support adoption and expansion.
• Proactively identify and mitigate risks within customer accounts and lead resolutions.

Skills

Client-facing

Regulatory compliance

Analytics

Leadership

Account management

Stakeholder influence

Communication

Problem solving

Cross-functional collaboration

Process optimization

Project management

AI concepts familiarity

Education

Bachelor's degree in Business/Finance/Economics

Tools

CRM systems

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

• 4-5+ years of experience in direct business-to-business client-facing roles, ideally within commercial data, analytics, regulatory, or finance industries
• Understanding of complex business concepts and processes, particularly in regulatory compliance, supplier risk, and credit risk use cases
• Proven ability to lead, coach, and develop high-performing teams
• Strong customer success, account management, and relationship-building skills
• Ability to analyze customer health, adoption, retention, and operational metrics to drive outcomes
• Exceptional written and verbal communication skills with the ability to influence stakeholders at all levels
• Strong problem-solving and decision-making skills in complex customer and business situations
• Demonstrated ability to effectively manage competing priorities in a fast-paced environment
• Experience driving cross-functional collaboration and leading initiatives across multiple teams
• Commitment to continuous improvement, process optimization, and operational excellence
• Ability to lead through change while maintaining team engagement and focus
• Strong organizational, coaching, and project management skills
• 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 or first-level degree (e.g., Bachelor's degree) in Business, Economics, Finance, Marketing, or a related field

Responsibilities

• This role serves as both a customer success leader and an individual contributor, responsible for managing a portfolio of strategic customer accounts while providing day-to-day leadership, coaching, and development for a team of Customer Success Managers.
• Lead and develop a team of Customer Success Managers through coaching, mentoring, performance management, and career development conversations
• Manage a portfolio of strategic customer accounts, serving as the primary point of contact for success planning, adoption, renewals, and escalations
• Drive customer retention, satisfaction, and growth by ensuring clients achieve their desired outcomes and realize ongoing value from Moody's solutions
• Develop and execute customer success strategies and account plans that support adoption, expansion opportunities, and long-term customer health
• Proactively identify and mitigate risks within customer accounts, leading resolution efforts and escalation management when necessary
• Partner closely with Sales, Product, Support, and other internal stakeholders to deliver a seamless customer experience and resolve client challenges
• Assess customer health, analyze adoption and engagement trends, and provide strategic recommendations to improve customer outcomes
• Capture and advocate for the voice of the customer through feedback programs, customer forums, satisfaction surveys, and executive business reviews
• Onboard, train, and enable team members on customer success best practices, tools, processes, and account management standards
• Monitor and report on key performance metrics, including retention, customer satisfaction, adoption, and team productivity, while driving continuous process improvement
• Up to 20% travel

About the Team

Our Customer Success Management team is responsible for driving meaningful, lasting value for clients across commercial data, analytics, regulatory, and finance sectors. We partner closely with Sales, Product, and Support teams to ensure clients achieve their strategic objectives while maximizing the full value of Moody's solutions. By joining our team, you will lead and develop talented Customer Success professionals in a collaborative, high-impact environment — leveraging AI-enabled tools and data-driven insights to continuously elevate the client experience and deliver outcomes that matter.

For US-based roles only: the anticipated hiring base salary range for this position is$113,200.00-$164,050.00, 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.

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.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement.

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.