Director, Customer Success Manager (Finance)

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/risk and individual credits, ESG, developed and emerging markets, and industry sectors. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries. Fitch Group is owned by Hearst.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast-paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive and you can make a meaningful impact.

Want to learn more about a career on our commercial team? Visit our careers page: https://careers.fitch.group/content/Fitch-Solutions-Commercial/

Fitch Solutions is currently seeking a Customer Success, Director based out of our New York City office.As a trusted partner, a Director of Customer Success will manage a team of 8 customer success professionals within our CreditSights business line who expertly blend relationship management, training and education with in-depth functional and product knowledge to support successful renewals and upsell growth potential. AsDirector of Customer Success, you will support, coach, develop and grow your team aiming to find ways to drive performance, efficiency and scalablity. Reporting to the Global Head of Customer Success, you will also be a passionate leader and a able to implement process, policies and expectations within this growing team.

How You'll Make an Impact:

• Manage a team of CSMs helping them to deliver exceptional customer experience
• Develop a strategic and tactical plan to drive retention and growth within your dedicated book of business.
• Define a talent management plan undertaking recruitment and performance review where necessary
• Setting, measuring and analysing metrics to clearly indicate what success looks like
• Work with urgency to meet and exceed monthly and quarterly KPIs
• Hiring, onboarding and upskilling a growing CSM team to keep pace with customer demands
• Acting as an escalation point for any customers dissatisfied
• Working closely with your key stakeholders in product, sales and service
• Develop product expertise including CreditSights, Covenant Review, LFI and other CreditSights products, as well as a broad understanding of the competitive landscape
• Contribute to the development and improvement of customer success processes, policies, and best practices

You May be a Good Fit if:

• Degree or equivalent experience
• 5+ years of previous client facing experience, with at least 3 years of experience in leading and coaching a team of customer success professionals
• 3yrs + experience of setting and managing KPIs and growth plans for team members
• Knowledge and experience within financial services
• Proven track record of managing a book of business
• Ability to collaborate with operational and commercial teams internally
• Excellent listening, presentation and communication skills
• Ability to navigate complex customer and stakeholder environments
• Well organized and self-motivated
• Customer first mindset and a love for engaging with people
• Prior experience with salesforce or other CRM
• Excellent verbal and written communication skills
• Ability to prioritize workload
• Proficiency with Microsoft Office
• Tenacious, goal orientated and a strategic thinker

What Would Make You Stand Out:

• Experience in managing complex accounts and territories.
• Change management experience, and experience of driving efficiencies and scaling

• A proven record of fostering customer loyalty and identifying business expansion opportunities.
• Strong commercial acumen and understanding of the business landscape.
• Ability to engage with key decision-makers and influence client decisions.
• Ability to inspire, coach and develop team members.

Why Choose Fitch:

• Hybrid Work Environment: 2 to 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, financial wellness and tuition reimbursement programs that empower you to achieve your short and long-term goals
• Promoting Health & Wellness: Comprehensive healthcare offerings that prioritize a healthy body & mind
• Supportive Parenting Policies: Family-first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Dedication to Giving Back: Paid volunteer days and support for community engagement initiatives

For more information please visit our websites:

www.fitch.group | www.fitchratings.com | www.fitchsolutions.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.

Fitch 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.

Expected base pay rates for the role will be between $130,000 and $175,000 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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