Director- Customer Success Management (Banking Solution)

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.
If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.
Skills and Competencies
Fluent in Japanese and English
Minimum of 5 years of experience working in banking or financial services industries
Prior experience in client-facing role required, including Customer Success Manager, Consultant, Banking Relationship Manager, Bank Lender or Sales Specialist position
Understanding of banking industry – regulation, origination and risk practices (Credit Modeling & Assessment, Credit Portfolio Management (Risk and CPM), Stress Testing and Impairments Modeling and governance, Regulatory requirements (Lending, Banking Compliance, KYC, Solvency 2, IFRS 9, etc.) highly desirable
Ability to build relationships at all levels with clients/prospects and the internal organization
Demonstrate ability to work in a collaborative team environment
Have a good understanding of product-related requirements, analysis, methodologies and software industry
Excellent written & verbal communication skills and presentation skills
Self-starter willing to roll up sleeves to create required content or make necessary viable customized offerings for customers
Be able to operate relatively independently
Additional language skills desirable
Demonstrated proficiency in artificial intelligence concepts, with hands-on experience using AI tools to streamline workflows and enhance operational efficiency. Proven ability to implement AI-powered solutions to solve business challenges. Demonstrates a growing awareness of AI risk management and a commitment to responsible and ethical AI use.
Education
Undergraduate (e.g., Bachelor’s degree) required
Graduate/second-level degree preferred
Responsibilities
Customer Success Management is critical to our short-term and long-term profitability as an organization.
Gather information on customer use of Moody’s solutions including Risk, Finance and Lending solutions as well as KYC and Data solutions and communicate to internal partners (product, research, sales, advisory services and client support) to build engagement strategy
Proactively and effectively conduct discovery and understand the client’s objectives and priorities
Anticipate customer needs by offering new insights and ongoing engagement with direction
Identify best practices around solution application to solve customer problems based on jobs to be done (different user needs)
Possess necessary expertise and confidence to conduct meetings independently
Develop and manage engagement plan to deepen interactions with each customer, resulting in stronger use of our products and data embedded in the client’s Banking workflows
Partner with Sales to proactively manage client engagement to drive account loyalty including, maintaining health scores to reflect risk assessments and forecast full year churn rates
Partner with Sales to maintain engagement risk scores to identify customers with little to no engagement
Learn and share industry best practices with stakeholder groups
Partner with Sales on Executive Outreach campaigns (Roundtables, Customer Forums, Executive Updates)
Serve as a trusted advisor to the client enabling discussions of business priorities rather than product
Partner closely with an internal stakeholder team across Sales and the business domain to support the customer journey across user adoption and executive engagement
Strong communicator who can translate business needs and demonstrate solution value
Channel customer feedback to Moody’s development teams
Partner with Product and Research to communicate new product developments to customers
Relationship builder who empathizes with every aspect of the customer experience and ensures continuity in the customer journey
Coordinate development of case studies, success stories and other collateral to highlight the benefits of our solutions externally and internally
Lead preparation and delivery of summits, user groups and webinars
Advocate for customer community-building events
About the Team
In the Banking group, we help financial institutions make important decisions about their business, particularly when they are providing loans, managing risk, or conducting financial planning for the future of their institution. We do this with our innovative software and reliable analytics, helping them understand how to do their job better through training, learning solutions and advisory services. We are a dedicated team of experts in technology and financial analytics who understand what our clients need.
Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.
Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.