Assc Dir-Customer Success Mgmt (Commercial Banking)

About the role

The Customer Success Manager drives client retention and long-term value by building strategic partnerships with commercial banking clients and coordinating internal resources to support adoption, engagement, and growth across Risk, Finance, and Lending solutions.

Responsibilities

• Gather and document detailed information on customer use of Risk, Finance, and Lending solutions and communicate insights to internal partners including Product, Research, Services, Sales, and Client Support
• Conduct proactive discovery of client objectives and priorities, maintaining health scores, usage metrics, and customer use case documentation
• Deepen customer relationships across seniority levels and functional areas, positioning Moody’s as a trusted advisory partner
• Coordinate and deliver Quarterly Business Reviews, Steering Committee meetings, and other strategic client stakeholder interactions
• Serve as the voice of the customer internally by channeling feedback to product development teams and communicating new product developments back to clients
• Develop and execute customer engagement strategies aligned to each client's critical business priorities, leveraging internal subject matter experts to support sustained interactions
• Partner with Sales account teams to align on account strategy, accurately forecast full-year churn rates, and proactively manage relationships with economic buyers and end users to drive high net promoter scores and renewals
• Coordinate the development of customer case studies and testimonials, contribute to product and industry webinars, sponsor client events, and foster peer networks among clients
• Position requires approximately 10–20% domestic travel for client meetings

Requirements

• 5-7 years of experience working in commercial banking and industrial (C&I) lending or financial services, with demonstrated knowledge of wholesale loan origination and credit risk practices
• Prior experience in a client-facing capacity such as Customer Success, Relationship Manager, Bank Lender, Consultant, or Sales Specialist
• Strong understanding of banking industry regulation, credit underwriting, and risk management frameworks
• Experience with credit models including probability of default, loss given default, risk rating, economic capital, and Current Expected Credit Loss (CECL) methodologies
• Proven ability to build and sustain relationships across all levels of a customer organization, from end users to executive sponsors
• Excellent written and verbal communication skills with the ability to translate complex financial concepts into clear, business-relevant insights for diverse audiences
• Proven ability to work collaboratively within cross-functional teams, including Sales, Product, Research, and Client Support
• Demonstrated proficiency in artificial intelligence concepts, with hands-on experience using AI tools to streamline workflows and enhance operational efficiency. Proven ability to implement AI-powered solutions to solve business challenges. Demonstrates a growing awareness of AI risk management and a commitment to responsible and ethical AI use

Qualifications

• Bachelor's degree required (e.g., Finance, Economics, Business, or a related field)
• Graduate or second-level degree preferred

Skills

• Strong understanding of banking industry regulation, credit underwriting, and risk management frameworks
• Experience with credit models including probability of default, loss given default, risk rating, economic capital, and Current Expected Credit Loss (CECL) methodologies
• Proven ability to build and sustain relationships across all levels of a customer organization, from end users to executive sponsors
• Excellent written and verbal communication skills with the ability to translate complex financial concepts into clear, business-relevant insights for diverse audiences
• Proven ability to work collaboratively within cross-functional teams, including Sales, Product, Research, and Client Support
• Demonstrated proficiency in artificial intelligence concepts, with hands-on experience using AI tools to streamline workflows and enhance operational efficiency. Proven ability to implement AI-powered solutions to solve business challenges. Demonstrates a growing awareness of AI risk management and a commitment to responsible and ethical AI use

Benefits

Moody’s 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.

Pay

The anticipated hiring base salary range for this position is $135,700.00 - $196,750.00, depending on factors such as experience, education, level, skills, and location.

Schedule

This role is eligible for incentive compensation.

Company

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.