Moody's is seeking a Customer Success Management leader to own and scale the Insurance Customer Success Management (CSM) function globally. You will be responsible for driving retention, expansion, and overall customer satisfaction for Moody's Insurance business unit by developing and executing a global strategy aligned with our go-to-market priorities.
What You'll Do
- Drive Insurance BU retention levels at or above the agreed standard globally.
- Increase Net Expansion Revenue (NER) across the Insurance segment by driving adoption, renewals, expansion, and advocacy.
- Establish customer health score measures as the standard for tracking adoption, utilization, and satisfaction.
- Develop and execute a global customer success strategy aligned with Moody’s GTM priorities for the Insurance segment.
- Execute a tiered CSM deployment model, including focus on strategic accounts and digital tier where relevant.
- Drive and track key customer success metrics including retention, NPS, CSAT, and NER to measure impact.
- Establish a consistent approach and best practices across the global team to ensure a uniform customer experience.
- Drive customer engagement programs, including executive advisory boards, industry conferences, forums, and education programs.
- Lead, mentor, and scale a high-performing Customer Success Management (CSM) team across multiple regions.
- Create a customer feedback loop process and share “the voice of the customer” with relevant stakeholder teams.
What We're Looking For
- Customer Centric Mindset: A deep understanding of customer outcomes, business models, and success metrics, with the ability to align customer plans with broader company strategy and anticipate needs.
- Strong Communication Skills: The ability to communicate clearly and confidently with customers, executives, and cross-functional teams, delivering complex messages with empathy and clarity.
- Cross Functional Influence: Proven skill in partnering effectively with Sales, Product, Engineering, and Support to align the customer journey with commercial objectives.
- Data Driven Decision Making: Proficiency in using data to assess customer health, identify churn risks, and uncover expansion opportunities, with a strong command of metrics like NPS and ARR retention.
- Operational Excellence: A focus on process, repeatability, and efficiency through building scalable systems, playbooks, and tooling.
- Coaching & Team Development: Experience leading and scaling Customer Success functions, developing talent, and guiding teams through change.
- Executive Presence: Confidence and credibility with senior stakeholders, effectively representing Customer Success at the leadership level.
- Problem Solving Orientation: A structured, analytical mindset for diagnosing root causes and resolving customer issues creatively and pragmatically.
Team & Environment
You will lead and scale the Customer Success Management (CSM) team across multiple regions, building a high-performing function.
Work Mode
This position is based locally in London - One Canada Square.
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.
