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Passfort (part of Moody's) is seeking a Customer Success Management Associate to drive customer adoption, health, and retention at scale. You will serve as a trusted advisor to clients in regulatory compliance and credit risk, sharing best practices, hosting training webinars, and empowering customers through resources and strategic guidance.
Key responsibilities include:
- Manage customer success throughout the lifecycle: onboarding, adoption, account health, and retention
- Act as trusted advisor, sharing industry best practices, training resources, webinars, and product releases
- Lead customer engagements including webinar-style training, kickoff calls, status reviews, and strategic sessions
- Monitor and analyze customer product usage; present utilization data with optimization recommendations
- Identify and track opportunities and risks within your customer base
- Build cross-functional partnerships, contributing customer-centric perspectives to internal improvement initiatives
- Maintain strong product knowledge and help upskill colleagues through training and knowledge-sharing sessions
- Coordinate customer-facing initiatives across KYC and Data Apps teams (marketing testimonials, product beta testing, etc.)
- Travel as needed (up to 25% of the time)
You will join the Customer Engagement team, which drives purposeful, value-based client interactions to maximize retention, satisfaction, and loyalty. The role emphasizes developing deep customer relationships, bringing the customer voice into business strategy, and identifying expansion opportunities.
Requirements:
- 2+ years of professional experience in customer success, account management, pre-sales, or customer support roles
- Fluency in English and French (verbal and written)
- Undergraduate/first-level degree (Bachelor's degree or equivalent) required; preferably in business, economics, finance, marketing, or related fields
- Excellent verbal and written communication and presentation skills
- Ability to work both independently and within a team, with high attention to detail
- Solid understanding of complex business concepts and processes, particularly regulatory compliance, supplier and credit risk use cases (preferred)
- Experience creating and leading scalable, client-focused communications or campaigns (preferred)
- Basic understanding of AI concepts, with curiosity and enthusiasm for learning how AI tools can improve processes and drive efficiency
- Willingness to develop awareness of responsible AI practices, including risk management and ethical use
- Ability to travel up to 25% of the time
