Let's begin! Assistant Director - Customer Success Management in London

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.

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.

• 5+ years of professional experience in customer success, account management, pre-sales, or customer support roles specifically within Government or Public Sector accounts
• 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, standardise, 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
• 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.

• Undergraduate or first-level degree (e.g., Bachelor’s degree) required, preferably with coursework in business, economics, finance, marketing, or related fields

• This role is accountable for driving customer success across the full lifecycle by ensuring adoption, account health, retention, and value realisation 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 behaviour 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
• Organise 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

The Customer Engagement team is responsible for driving purposeful, value-based interactions with clients to maximise 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.

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.