Let's begin! Associate Director - Customer Success Management (Strategic Accounts) 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.

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.

• Significant experience in senior, client facing roles, typically 10+ years, within SaaS, data, analytics, regulatory, financial services, or Professional Services environments.
• Direct experience working with Professional Services firms is required, with strong preference for candidates who have worked within a Professional Services firm and understand advisory or compliance operating models from the inside.
• Proven ability to operate as a trusted consultant and strategic advisor, while remaining hands on and comfortable engaging deeply with data, tools, and client workflows.
• Demonstrated track record of managing complex, high value strategic customer relationships with senior stakeholders across large, multi entity organisations.
• Strong understanding of regulatory, risk, and compliance use cases relevant to Professional Services firms.
• Ability to learn and adapt quickly to new and evolving technologies in a fast moving, technology driven environment.
• Strong analytical skills, including a high level of comfort working with Excel and customer usage or engagement data to uncover insights and support strategic decision making.
• Experience overseeing large, complex account structures, including multiple child or affiliated accounts, while maintaining a clear global perspective.
• Demonstrated ability to synthesise local insights, client feedback, and on the ground learnings into coherent global strategies and scalable engagement approaches.
• Excellent communication, presentation, and stakeholder management skills, with the ability to translate complex concepts into clear, actionable guidance.
• Highly organised, proactive, and able to operate autonomously in a complex, matrixed and global environment.
• Collaborative mindset with a strong sense of ownership, accountability, and emphasis on delivering measurable customer outcomes.
• Fluent in English and another European language; Italian, French, or German is preferred.

• Bachelor’s degree required, preferably in business, economics, finance, marketing, or a related field.

• Own and strategically manage a portfolio of Tier 1 and Global Strategic Professional Services customers in Europe, with accountability for customer satisfaction, retention, and long term value realization.
• Act as a post sales relationship owner for assigned accounts, serving as a trusted escalation point and strategic advisor for senior client stakeholders.
• Partner closely with Sales, Product, Delivery and other internal teams to define account strategies, success plans, and engagement models aligned to customer goals.
• Develop a deep understanding of Professional Services business models, regulatory and risk workflows, and client operating environments in order to provide relevant, high impact guidance on Moody’s Analytics solutions.
• Proactively assess customer health, adoption, and engagement, identifying risks early and driving structured action plans to address challenges and support successful outcomes.
• Lead strategic business reviews and structured engagement forums, aligning on use cases, outcomes, and measures of success with customer leadership.
• Drive enablement and education for client users and stakeholder groups by identifying knowledge gaps and coordinating targeted training, workshops, or product updates as needed.
• Contribute to the development and continuous improvement of Strategic customer playbooks, including approaches to leveraging Generative AI capabilities where relevant.
• Maintain high quality account documentation, activity tracking, and insight sharing through consistent reporting and collaboration tools.
• Support broader Customer Success initiatives by sharing best practices, customer insights, and feedback into product and go to market teams.
• Some travel within Europe will be required.

The objective of the Customer Success Manager (CSM) is to enhance customer satisfaction and retention as well as identifying expansion opportunities for MA sales. The role is pivotal in ensuring customers achieve their desired outcomes through their interactions with Moody’s. We are looking for a Customer Success Manager who can act as a true customer advocate, resolve challenges and empower clients to achieve their desired outcomes when utilising our solutions. The role requires taking a proactive and strategic approach to ensure both client and Moody’s Analytics are mutually benefitting from the relationship. Close collaboration with sales colleagues and other internal stakeholders is required to develop client strategies and map the partner journey to achieve their desired outcomes using services managed by the Corporate and Government segment.

Additionally, the role focuses on improving the overall customer experience and requires continuous assessment of client health, providing strategic guidance and product training as needed. This role is focused on supporting Moody’s Analytics’ Strategic client segment within Professional Services, covering a portfolio of complex, high value accounts across Europe and on a global basis. Our team drives engagement through purposeful and value-based interactions with our clients. We aim for our clients to recognise value and confidence in our solutions, resulting in high levels of retention, satisfaction and confidence. Through deep relationships, we bring the voice of the customer to the centre of MA’s business strategies and identify new opportunities for expansion.

We strive to be the model of collaboration and partnership with our colleagues, and we create an environment that engages individuals. Our mission is to maximise customer connection and loyalty by:

• Deeply understanding their desired workflow outcomes.
• Growing the team’s talent & investing in careers.
• Being an industry model in customer centricity.

We strive to be an industry leading organisation with our customers’ needs at the centre of everything we do. Our department client base focuses on corporates, government, and professional services firms; and extends to services banks, financial institutions and insurers. As the bridge between our product teams and customers, we build mutually rewarding relationships that allow us to deliver the best solution for each customer challenge. An organisation of motivated, curious, and teamwork-oriented people, we let our Customer passion drive our business forward.