Asst Dir-Customer Success Manager (Tech)

About Moody's Corporation

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. If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. 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

• 3–5+ years of professional experience in customer success, account management, pre-sales, or customer support roles.
• Strong communication, relationship-building, and presentation skills, with the ability to explain complex concepts and engage stakeholders across operational and managerial levels.
• Proven ability to collaborate effectively within cross-functional teams while independently managing priorities and consistently delivering outcomes.
• 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.
• Demonstrated ability to document, standardize, and improve processes while adapting to varying account complexities and multi-team engagement models.
• Ability to use data and insights to identify service issues and contribute to continuous improvement initiatives.
• Strong understanding of APIs, data feeds, and cloud concepts (Azure preferred).
• Experience supporting enterprise SaaS or data platforms.
• Ability to work both independently and within a team environment, with high attention to detail.
• Excellent verbal and written communication and presentation skills.
• Ability to present high-level information as well as detailed demonstrations of products and services.
• Solid understanding of complex business concepts and processes, particularly in regulatory compliance, supplier risk, credit risk use cases, and TMT.
• 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) required, preferably with coursework in business, economics, finance, marketing, or related fields.

Responsibilities

This role is accountable for driving customer success across the full lifecycle by ensuring adoption, account health, retention, and value realization at scale.

• Be accountable for customers’ overarching success throughout the customer lifecycle, including adoption, account health, and retention.
• Act as a trusted advisor for clients by sharing industry best practices and resources such as training, user events, webinars, and product releases.
• Explain technical behavior in clear, business-relevant terms.
• Troubleshoot API-based integrations, including REST APIs, authentication, rate limits, and payloads.
• Support data feed delivery models, including batch and real-time solutions.
• Build cross-functional partnerships by contributing a customer-centric perspective to internal continuous improvement initiatives.
• Manage breaking changes, incidents, and remediation with authority and accountability.
• Coordinate efficiently with Engineering, Product, and Client Services teams.
• Organize and lead customer engagements including onboarding, kickoff meetings, status calls, and strategic sessions.
• Participate in strategic account planning for assigned customers, authoring plans to retain and grow relationships year over year in partnership with Account Managers.
• Collaborate with team members to create and maintain training resources for end users.
• Monitor and analyze customer usage of products and present insights with recommendations to optimize outcomes.
• Identify and track opportunities and risks within the assigned customer base.
• Maintain strong product knowledge to support training, adoption, and client satisfaction.
• Coordinate customer-facing initiatives with other Corporate and Government teams, including marketing, product development, and beta programs.
• Travel as needed, up to 25% of the time.

About The Team

The Customer Engagement team is responsible for driving purposeful, value-based interactions with clients to maximize retention, satisfaction, and loyalty. The team partners closely with internal stakeholders to bring the voice of the customer into business strategies, strengthen long-term relationships, and identify opportunities for expansion while maintaining a strong focus on collaboration and customer centricity.

Compensation and Benefits

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.

Equal Opportunity Employer Statement

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 accommodations@moodys.com. 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. Click here to view our Notice to New York City Applicants. 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.

Key skills/competency

• Customer Success
• Account Management
• SaaS
• APIs
• Data Platforms
• Relationship Building
• Communication
• Problem Solving
• AI Concepts
• Client Services