SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 113,200 - 164,050 / annual
Moody's is seeking an Assistant Director of Customer Success to lead and develop a team of Customer Success Managers while managing a portfolio of strategic customer accounts. This hybrid leadership and individual contributor role focuses on driving customer retention, satisfaction, and growth across commercial data, analytics, regulatory, and finance sectors.
Key Responsibilities:
- Lead, coach, mentor, and develop a team of Customer Success Managers with focus on performance management and career development
- Manage a portfolio of strategic customer accounts as primary point of contact for success planning, adoption, renewals, and escalations
- Drive customer retention and satisfaction by ensuring clients achieve desired outcomes and realize value from Moody's solutions
- Develop and execute customer success strategies and account plans supporting adoption, expansion, and long-term health
- Proactively identify and mitigate customer account risks, leading resolution and escalation efforts
- Partner with Sales, Product, Support, and other stakeholders to deliver seamless customer experience
- Assess customer health, analyze adoption trends, and provide strategic recommendations
- Capture customer voice through feedback programs, forums, surveys, and executive business reviews
- Onboard and train team members on best practices, tools, processes, and account management standards
- Monitor and report on key metrics including retention, satisfaction, adoption, and team productivity
- Travel up to 20% as needed
Requirements:
- 4-5+ years of experience in direct B2B client-facing roles, ideally in commercial data, analytics, regulatory, or finance industries
- Understanding of complex business concepts and processes, particularly regulatory compliance, supplier risk, and credit risk use cases
- Proven ability to lead, coach, and develop high-performing teams
- Strong customer success, account management, and relationship-building skills
- Ability to analyze customer health, adoption, retention, and operational metrics to drive outcomes
- Exceptional written and verbal communication skills with ability to influence stakeholders at all levels
- Strong problem-solving and decision-making skills in complex customer and business situations
- Demonstrated ability to manage competing priorities in fast-paced environment
- Experience driving cross-functional collaboration and leading initiatives across multiple teams
- Commitment to continuous improvement, process optimization, and operational excellence
- Ability to lead through change while maintaining team engagement and focus
- Strong organizational, coaching, and project management skills
- Basic understanding of AI concepts with curiosity and enthusiasm for learning how AI tools improve processes and drive efficiency
- Interest in exploring AI systems and willingness to develop awareness of responsible AI practices
- Bachelor's degree in Business, Economics, Finance, Marketing, or related field
