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Passfort, now part of Moody's, is seeking a Senior Customer Success Management Associate to drive customer adoption, retention, and expansion across their KYC and regulatory compliance platform. This role sits within the Customer Engagement team, responsible for maximizing client satisfaction and loyalty through strategic account management and customer-centric initiatives.
You will own the customer lifecycle for assigned accounts, acting as a trusted advisor who shares industry best practices, training resources, and product insights. Key responsibilities include hosting webinar-style training sessions, organizing customer engagements (onboarding, kickoff calls, strategic reviews), and maintaining detailed account plans with defined success metrics and growth opportunities. You'll monitor product usage, present utilization data with optimization recommendations, and identify expansion and retention risks within your customer base.
Cross-functional collaboration is central to the role. You'll partner with product, marketing, and data teams to coordinate customer initiatives, connect users with beta testing opportunities, and gather customer feedback to drive internal improvements. You'll also help upskill colleagues through product training and knowledge-sharing sessions.
The ideal candidate brings 5+ years in customer success, account management, pre-sales, or customer support roles. You'll need strong communication and presentation skills, solid understanding of regulatory compliance and credit risk concepts, and the ability to work independently and collaboratively with high attention to detail. French language skills are advantageous. You should demonstrate curiosity about AI and its applications in improving processes and efficiency. Travel up to 25% of the time is required. A bachelor's degree in business, economics, finance, marketing, or related field is required.
