Senior Director- Customer Success Management

Skills and Competencies

• 12+ years of experience in banking, financial services, or enterprise technology, with at least 5 years in strategic account management, customer success leadership, or senior client-facing roles
• Proven track record of managing and growing complex, high-value enterprise accounts ($5M+ ARR)
• Deep understanding of the banking industry including regulation, origination, risk management, and lending practices
• Demonstrated ability to build and sustain C-level and senior executive relationships across client organizations
• Experience developing and executing multi-year strategic account plans with measurable growth outcomes
• Strong executive presence with excellent communication, presentation, and negotiation skills
• Ability to lead cross-functional teams and influence without direct authority in a matrixed organization
• Willingness to travel approximately 30–40% within the APAC for client and executive meetings
• Deep expertise in artificial intelligence, with a track record of implementing advanced AI solutions to drive strategic transformation and operational efficiency. Strong experience using AI tools to lead innovation initiatives. Demonstrated leadership in managing AI-related risks, ensuring ethical governance, and fostering a culture of responsible AI adoption across the organization

Education

• Bachelor's degree required
• MBA or advanced degree in Finance, Business, or a related field preferred

Responsibilities

The Senior Director, Customer Success Management serves as a senior strategic leader responsible for owning Moody's most critical banking client relationships and driving long-term account growth across a portfolio of high-value strategic accounts.

• Serve as the primary executive sponsor and strategic point of contact for a portfolio of Moody's highest-value banking clients
• Develop and execute comprehensive multi-year account plans with measurable growth targets, engagement milestones, and risk mitigation strategies
• Drive account revenue growth through identification of upsell, cross-sell, and expansion opportunities while proactively identifying and mitigating churn risk
• Design and orchestrate Executive Business Reviews with senior client stakeholders, presenting strategic insights and forward-looking roadmaps
• Partner with clients to define transformation roadmaps that leverage Moody's Risk, Finance, and Lending solutions, acting as a trusted strategic advisor who elevates conversations from product features to business outcomes
• Lead and mobilize cross-functional account teams — including Sales, Product, Research, Client Support, and Marketing — to deliver coordinated, high-impact outcomes for strategic accounts
• Serve as the voice of strategic clients in product development and roadmap discussions, channeling structured feedback to Product and Engineering teams to inform solution enhancements
• Cultivate a network of executive client champions and represent Moody's at industry conferences, client advisory boards, and executive forums

About the Team

In the Banking group, we help lending institutions make critical decisions about their business — particularly when they are providing loans, managing risk, or conducting financial planning. We do this with innovative software and reliable analytics, helping clients understand how to operate more effectively 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. By joining our team, you will be part of a collaborative and forward-thinking group leveraging AI-driven insights and cutting-edge risk solutions to shape the future of banking.