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About the Role

This role is for an emerging Customer Success professional ready to own a diverse client portfolio within the Fitch Solutions Commercial Team. It offers professional development and visibility in the financial market intelligence space within a dynamic, fast-paced environment.

Responsibilities

• Develop and execute strategic account plans to drive client adoption, retention, and growth.
• Strengthen client value realisation by building trusted relationships and ensuring clients achieve their desired outcomes.
• Consistently meet or exceed KPIs through a proactive, responsive, and client-focused approach.
• Develop strong product knowledge across Fitch Ratings Pro, BMI, and CreditSights, supported by a broad awareness of competitor solutions.
• Provide regular updates and reporting on team and client activity to management.
• Support the onboarding and development of new team members.
• Create tailored success plans focused on usage, adoption, and renewal readiness.
• Monitor account health and collaborate closely with Account Managers/Sales Specialists to align on client priorities and business goals.
• Develop a strong understanding of each client’s organisation, workflows, and use cases.
• Lead onboarding and early-stage engagement activities to build trust, understand client objectives, and set a strong foundation for success.
• Drive early adoption and usage to help clients maximise the value of their licences and solutions.
• Maintain regular engagement with clients to strengthen relationships, identify risks early, and support successful renewals.
• Conduct Quarterly or Executive Business Reviews (QBRs/EBRs) in partnership with Sales.
• Partner with Account Managers on upcoming renewals, typically 90–120 days in advance.
• Gather client feedback and monitor usage trends to generate insights and support continuous improvement.
• Drive high levels of client interaction to encourage adoption, increase product usage, and build advocacy.
• Identify upsell and cross-sell opportunities by understanding client needs and uncovering areas where additional solutions may add value.
• Support the development of client advocacy by fostering positive relationships and strong product engagement.

Requirements

• Proven client-facing (in-person and virtual) experience, ideally within Customer Success or related role.
• Strong ability to collaborate effectively with internal operational and commercial teams.
• Excellent listening, presentation, and overall communication skills.
• Confidence in navigating complex client organisations and stakeholder environments.
• Highly organised, self-motivated, and able to manage competing priorities effectively.
• Customer-first mindset with a genuine passion for building strong relationships and engaging with people.
• 3+ years of Customer Success experience in financial services, fintech, or SaaS.
• Ability to manage a portfolio of 50-80 accounts.
• Hands-on experience in post-sales activities, including Implementations, Onboarding, Driving Adoption, and Renewal Readiness.
• Familiarity with financial services or credit markets.
• Fluency in English & Japanese.
• A proactive, tenacious, and goal-driven mindset.

Skills

• Customer Success
• Account Planning
• Client Relationship Management
• Product Knowledge
• Reporting
• Onboarding
• Account Health Monitoring
• Sales Collaboration
• Client Needs Analysis
• Product Adoption
• Renewal Management
• Business Reviews (QBRs/EBRs)
• Upselling
• Cross-selling
• Client Advocacy
• Communication Skills
• Presentation Skills
• Organizational Skills
• Time Management
• Financial Services
• Fintech
• SaaS
• Mandarin (bonus)
• Korean (bonus)

Location

• Tokyo

Work Type

• Hybrid Work Environment
• 3 days a week in office required

Experience Level

• 3+ years of Customer Success experience

Benefits

• A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs.
• Investing in Your Future: Retirement planning and tuition reimbursement programs.
• Promoting Health & Wellbeing: Comprehensive healthcare offerings.
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan.
• Inclusive Work Environment: A collaborative workplace with Employee Resource Groups.
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community.

About the Company

• Fitch Solutions is a leading provider of insights, data and analytics, informing investment strategies, strengthening risk management capabilities and helping identify strategic opportunities.
• Its analysts, lawyers, journalists and economists offer in-depth views on credit markets/risk and individual credits, ESG, developed and emerging markets, and industry sectors.
• Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries.
• Fitch Group is owned by Hearst.
• Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions.
• To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest.

Equal Opportunity

• Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.