At a Glance
- Tasks: Drive client success and build strong relationships to maximise value from our solutions.
- Company: Join Fitch Solutions, a leader in financial insights and analytics.
- Benefits: Hybrid work, training opportunities, health benefits, and generous parental leave.
- Other info: Opportunity for travel across EMEA and collaboration with diverse teams.
- Why this job: Make a real impact in a dynamic environment while growing your career.
- Qualifications: Experience in customer success and excellent communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
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.
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 Senior Customer Success Manager, fluent in both French and English, 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:
- Previous client 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.
What Would Make You Stand Out:
- Minimum 3 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 employer.
Senior Customer Success Manager employer: Fitch Group
Fitch Group is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration within its London-based Media Strategy & Communications team. Employees benefit from a hybrid work environment, competitive compensation, and ample opportunities for professional growth, making it an ideal place for those looking to make a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fitch Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fitch Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fitch Group:Your cover letter is your chance to shine! Tell us why you want to work at Fitch Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fitch Group!
How to prepare for a job interview at Fitch Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
