Customer Success Manager

Customer Success Management is currently seeking a Customer Success Manager (CSM) based out of our New York office (Hearst Tower/Midtown).

Fitch Solutions is currently seeking a Customer Success Manager based out of our New York City office.  

The prospective candidate will become part of our fast-paced Customer Success team, a group of dedicated professionals focused on fostering strong relationships with clients and ensuring their success with our products and services. The primary goal of the team is to drive product and platform adoption, ensuring an exceptional customer experience that ultimately results in renewals, customer advocacy, and business opportunities.  

Our global team is based out in London, Frankfurt, New York, Dubai, Tokyo and Singapore.  

What We Offer: 

• Fitch is a strong global brand with great name recognition 

• Dynamic, collaborative and supportive environment 

• Exposure to a diverse portfolio of clients and industries 

• Access to internal and external training to acquire new skills and knowledge 

We’ll Count on You To: 

• Work with new and existing Fitch Solutions customers to provide onboarding and ongoing education to drive value and success with their use of the web platforms 

• Collaborate with sales and marketing colleagues to develop and deliver appropriate customer engagement and retention strategies 

• Develop strong long-lasting relationships with your book and proactively manage ‘at risk’ clients in conjunction with sales  

• Identify opportunities for upselling and cross-selling additional products to existing customers 

• Create and implement customer success plans, tailoring strategies to align with individual customer objectives and drive long-term success 

• Identify and collect customer insight and feedback that can support and drive product enhancement  

• Maintain accurate client records and ensure meeting notes, takeaways, market intelligence and feedback are entered on the CRM platform 

• Ensure you are up to date with the product features and enhancements and be able to translate to a number of customer use cases 

• Actively participate in Fitch Solutions events and conferences where required 

• Participate to internal projects if and when required 

• Travel required to meet clients 

What You Need to Have: 

• Excellent organisational and time management skills, including ability to prioritise and work under tight deadlines 

• Demonstrated ability to understand customer needs and navigate complex customer organizations 

• Thrive in a fast-paced environment where you can multi task and deal with change 

• Be a fast learner and self-motivated 

• Strong English communication and written skills 

• Professional proficiency in other languages such as Portuguese a plus  

What Would Make You Stand Out: 

• Be resourceful and creative when approaching problem solving  

• Adaptable and open to change 

• Self-starter who can work well both independently and as part of a team environment 

Why Fitch?

At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority.

The Global Customer Success team plays a key role in our strategy and vision for the future!

We are building incredible things at Fitch and we invite you to join us on our journey.

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, credit risk, ESG, developed and emerging markets, industry sectors and individual credits. 

For more information please visit our websites:  

www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com

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 Group is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

FOR NEW YORK ROLES ONLY: Expected base pay salary range for this role is $100,000 - $115,000 per year. Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors.  Base pay is one part of Fitch’s total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits sponsored by Fitch. 

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