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About the Role

Fitch Solutions is seeking a Customer Success Manager, fluent in French and English, to join our London office. This role focuses on developing strategic account plans, building client relationships, and driving value realization to ensure clients achieve their business objectives and maximize the value of Fitch Solutions.

Responsibilities

Develop and execute strategic account plans to drive client adoption, retention, and growth.
Build trusted client relationships and drive value realisation.
Consistently meet or exceed KPIs through a proactive, responsive, and client-centric approach.
Develop product expertise and a broad understanding of the competitor offering.
Provide regular reporting and insights on client engagement, account activity, opportunities, and risks to management.
Collaborate cross-functionally with Account Management, Sales Specialists, and Product teams.
Support the onboarding and development of new team members.
Prepare a success plan focused on usage, adoption, and renewal data.
Monitor account health and meet with Account Managers/Sales Specialists to align on client objectives and business goals.
Develop a strong understanding of each client’s organisation, workflows, and use cases.
Plan onboarding and engagement, building trust and understanding customer needs.
Drive adoption and ensure maximum value from licenses.
Engage with clients to nurture relationships, identify at-risk customers, and review renewals.
Hold regular QBR or EBRs with customers, working in partnership with sales.
Review upcoming renewals (90-120 days out) with Account Managers and provide input on account health and client engagement.
Collect customer feedback and monitor usage to provide insights.
Meet with clients to drive adoption, usage and advocacy.
Travel across EMEA to conduct in-person client meetings, build executive and user-level relationships, support customer retention, and identify growth opportunities.
Identify upsell opportunities and drive market advocacy from clients.
Support the development of client advocacy by fostering positive relationships and strong product engagement.

Requirements

Previous client-facing experience.
Ability to collaborate with operational and commercial teams internally.
Excellent listening, presentation and communication skills.
Ability to navigate complex customer and stakeholder environments.
Well organized and self-motivated.
Customer first mindset and a love for engaging with people.
Minimum 1.5 years of customer success experience within financial services or SaaS industry.
Strong knowledge of financial services and related client workflows.
Tenacious, proactive, and goal-oriented with a strong focus on delivering results.

Skills

Fluent in French and English.
Proficiency in an additional European language is a plus.

Location

London

Work Type

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

Experience Level

Minimum 1.5 years of customer success experience

Benefits

A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs.
Investing in Your Future: Retirement planning, financial wellness and tuition reimbursement programs.
Promoting Health & Wellness: Comprehensive healthcare offerings.
Supportive Parenting Policies: Family-first policies, including a generous global parental leave plan.
Dedication to Giving Back: Paid volunteer days and support for community engagement initiatives.

About the Company

At Fitch, AI is embedded in how we work every day—supporting smarter decision-making, streamlining workflows, and enabling new ways to create value for our business and clients.
Intelligent solutions are increasingly part of our day-to-day operations, helping teams work more efficiently and think differently as we continue to evolve.
We’re looking for colleagues who are comfortable operating in an AI-enabled environment—or who are curious, adaptable, and eager to build their AI literacy over time.
We value professionals who embrace technology as part of continuous learning and who are committed to using it thoughtfully to enhance how work gets done.
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 interests or any appearance of a conflict of interest.
Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment.
If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

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