Moody's is hiring a Managing Director (MD) to lead and scale the Insurance Customer Success Management (CSM) function globally. This role is critical to driving retention, expansion, customer satisfaction, and long-term profitability for Moody's Insurance Business Unit.
What You'll Do
- Drive Insurance BU retention levels at or above the agreed global standard across the entire segment.
- Increase Net Expansion Revenue (NER) by the agreed standard by driving adoption, renewals, expansion, and advocacy strategies.
- Establish customer health score measures as the standard for measuring adoption, utilization, and satisfaction.
- Develop and execute a global customer success strategy aligned with Moody’s Go-To-Market priorities for the Insurance segment.
- Execute a tiered CSM deployment model including focus on Insurance Strategic Accounts and the Digital Tier.
- 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 drive a uniform customer experience.
- Drive customer programs to engage all customer levels, including executive advisory boards, conferences, forums, and education programs.
- Lead, mentor, and scale a high-performing 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
- A customer-centric mindset with deep understanding of customer outcomes, business models, and success metrics.
- Strong communication skills for engaging clearly with customers, executives, and cross-functional teams.
- Ability to influence cross-functionally, partnering effectively with Sales, Product, Engineering, and Support.
- A data-driven approach to decision-making, using data to assess health, identify churn risks, and find expansion opportunities.
- Operational excellence with a focus on process, repeatability, efficiency, and scalable systems.
- Experience coaching and developing teams, leading and scaling the Customer Success function.
- Executive presence with confidence and credibility for representing Customer Success at the leadership table.
- A structured, analytical problem-solving orientation for diagnosing root causes and resolving customer issues.
Team & Environment
You will lead the Insurance Customer Success Management function, managing a global team distributed across multiple regions.
Benefits & Compensation
- Medical, dental, and vision insurance
- Parental leave
- Paid time off
- 401(k) plan with employee and company contribution opportunities
- Life, disability, and accident insurance
- Discounted employee stock purchase plan
- Tuition reimbursement
- Compensation range: $233,700.00 - $338,850.00
Work Mode
This is an onsite role located at New York - 7 World Trade Center.
Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law.
