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About the Role

Fitch Solutions is seeking a Senior Customer Success Manager to join our Tokyo office. We are looking for a seasoned Customer Success professional who thrives in building and nurturing strategic enterprise relationships.

Responsibilities

Develop and execute strategic account plans to drive client adoption, retention, and growth across a dedicated portfolio.
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 as needed.
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 to better support their needs and drive product relevance.
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 to review progress, outcomes, and opportunities.
Partner with Account Managers on upcoming renewals, typically 90–120 days in advance, providing clear input on account health and client engagement.
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, while delivering strong customer experience.
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.
6+ years of Customer Success experience in financial services, fintech, or SaaS.
Proven ability to manage strategic/enterprise accounts, with APAC exposure preferred.
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; Mandarin or Korean is a bonus.
A proactive, tenacious, and goal-driven mindset.

Skills

Customer Success
Account Management
Client Relationship Management
Product Knowledge
Financial Services
Fintech
SaaS
Strategic Account Management
APAC Market Exposure
Post-Sales Activities
Implementations
Onboarding
Adoption Driving
Renewal Readiness
Financial Markets
Credit Markets
English Fluency
Japanese Fluency
Mandarin (Bonus)
Korean (Bonus)
Communication Skills
Presentation Skills
Collaboration
Organization
Self-Motivation
Time Management
Problem-Solving

Location

Tokyo

Work Type

Hybrid

Experience Level

Senior
6+ years

Benefits

Hybrid Work Environment (3 days a week in office)
Culture of Learning & Mobility (Dedicated trainings, leadership development, mentorship programs)
Promoting Health & Wellbeing (Comprehensive healthcare offerings)
Supportive Parenting Policies (Family-friendly policies, global parental leave plan)
Inclusive Work Environment (Collaborative workplace, Employee Resource Groups)
Dedication to Giving Back (Paid volunteer days, matched funding for donations, volunteer opportunities)

About the Company

Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps 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 Solutions Commercial Team offers unparalleled opportunities for professional development and visibility in the financial market intelligence space.
Joining Fitch Solutions means immersing yourself in a dynamic, fast-paced environment, supported by the strong foundation of a leading financial services group.
The company's diverse portfolio of powerful brands and products showcases a commitment to collaboration and innovation.
Fitch Solutions is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions.
Employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest to protect Fitch’s credibility and reputation.

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.