Senior Customer Success Manager

Fitch Group • New York, NY

1d • $110,000 - $120,000 • Hybrid

About The Position

The Senior Customer Success Manager (Senior CSM) is responsible for helping clients realize measurable value from Fitch Solutions' products and services. This role will cover a portfolio of our most strategic clients, many of which are global in nature and have complex organizational structures, workflows, and stakeholder groups across regions and business lines. Working closely with Account Management, Sales, Solution Architects, Product Managers, Analysts, and other internal stakeholders, the Senior CSM will lead onboarding, adoption, relationship development, executive engagement, retention, and growth efforts. The Senior CSM will serve as a trusted advisor who understands each client's business priorities and can connect Fitch Solutions' research, data, analytics, and expertise to the needs of different client personas and segments. In addition to managing client relationships, the Senior CSM is expected to contribute to the broader success of the team by mentoring colleagues, leading discussions during team meetings, sharing best practices, and taking ownership of one-off projects that improve how Customer Success and adjacent departments operate.

Requirements

• A minimum of 3 years of client-facing experience, ideally in customer success, account management, or sales within financial services, fintech, or a related field.
• Experience managing complex client relationships and engaging stakeholders across multiple levels and functions.
• Strong communication, presentation, and relationship-building skills, including confidence in senior-level client conversations.
• A proactive, organized, and commercially minded approach with the ability to manage multiple priorities and strategic accounts.
• Demonstrated ability to identify risk, drive adoption, communicate value, and contribute to retention and growth outcomes.
• A collaborative mindset and the ability to build effective internal partnerships across Sales, Account Management, Product, and other teams.

Nice To Haves

• Experience managing Bulge Bracket Banks or other large, global financial institutions.
• Knowledge of credit markets and the ability to speak credibly about how research, data, and analytics support different client personas, segments, and workflows.
• Experience with market intelligence, financial data, SaaS, or subscription-based products.
• A track record of leading EBRs, developing strategic account plans, improving adoption, mitigating risk, and identifying growth opportunities.
• Experience mentoring colleagues, leading team discussions, or owning cross-functional projects.
• Experience using Salesforce, customer success platforms, usage analytics, or other CRM and reporting tools. Experience using Gong or SalesLoft is a plus.
• Strong analytical, problem-solving, and executive communication skills.

Responsibilities

• Own and develop relationships across a portfolio of Fitch Solutions’ most strategic global clients, including complex financial institutions with stakeholders across multiple regions, business lines, and seniority levels.
• Build and execute tailored success plans aligned to client priorities, workflows, expected outcomes, and renewal objectives.
• Establish trusted advisor relationships with users, champions, economic buyers, and executive stakeholders.
• Navigate large, matrixed organizations by developing stakeholder maps and expanding engagement beyond existing contacts.
• Lead virtual and in-person client meetings, product demonstrations, training sessions, analyst engagements, and executive-level conversations.
• Lead onboarding programs to ensure clients are successfully launched and positioned to realize value quickly.
• Help clients understand how Fitch Solutions products, data, research, and analytics support their workflows and business objectives.
• Monitor adoption and usage trends, identify gaps, and develop targeted plans to increase engagement across user groups.
• Tailor value messaging and engagement strategies based on client persona, segment, workflow, and level of credit-market expertise.
• Partner with Account Management, Sales, Solution Architects, Product Managers, and Analysts to deliver a coordinated client experience.
• Conduct regular client outreach through meetings, calls, targeted email campaigns, events, and analyst engagements.
• Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and strategic value discussions that demonstrate outcomes, align on priorities, and establish clear next steps.
• Engage stakeholders at multiple levels, including senior and executive decision-makers, and adapt communication to the audience.
• Gather client feedback and communicate actionable insights to Product Management and other internal stakeholders.
• Coordinate internal resources to address client needs, remove barriers, and strengthen the overall relationship.
• Own client health and proactively monitor product usage, engagement, stakeholder coverage, sentiment, and other risk indicators.
• Identify at-risk accounts early and lead the development of clear mitigation and recovery plans in partnership with Account Management.
• Prepare for renewals well in advance by documenting value, strengthening executive alignment, and addressing adoption or relationship gaps.
• Maintain accurate client records, engagement notes, account plans, and follow-up actions within Salesforce and other internal systems.
• Ensure clients are maximizing value from their subscriptions and achieving desired business outcomes.
• Partner closely with Account Management and Sales to uncover and progress cross-sell and upsell opportunities.
• Identify client needs, strategic initiatives, workflow challenges, and organizational changes that may create growth opportunities.
• Connect client priorities to the most relevant Fitch Solutions capabilities across Fitch Ratings Research & Data, BMI, CreditSights, and other offerings.
• Work with Solution Architects to demonstrate how Fitch Solutions products can be integrated into client workflows and technology environments.
• Promote analyst access, webinars, events, thought leadership, and other resources that deepen engagement and client advocacy.
• Serve as a mentor and resource for Customer Success colleagues by sharing experience, coaching on client situations, and reinforcing team best practices.
• Lead and contribute to team meeting conversations, account reviews, training sessions, and knowledge-sharing discussions.
• Take ownership of one-off projects and process improvements that support the broader Customer Success team and, where appropriate, other departments.
• Act as a team player who builds strong internal relationships with counterparts in Sales and Account Management and works toward shared client and commercial outcomes.
• Collaborate across Product Management, Solution Architecture, Marketing, Analyst, Operations, and other teams to improve the client experience.
• Model accountability, sound judgment, professionalism, and a proactive approach while meeting or exceeding assigned performance KPIs.

Benefits

• 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 and tuition reimbursement programs that empower you to achieve your short and long-term goals
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed