Customer Success Manager, Singapore

Fitch Solutions is currently seeking a Customer Success Manager based out of our Singapore office.

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.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast-paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive, and you can make a meaningful impact.

How You’ll Make An Impact

• Develop strategic and tactical plans to drive retention and growth within a dedicated book
• Enhance client value realization and build trusted relationships
• Meet and exceed KPIs with urgency
• Develop product expertise across BMI products as well as a broad understanding of the competitor offering
• Weekly/ monthly reporting on team activities to management
• Support onboarding and induction of new starters
  
  

Onboarding

• Plan onboarding and engagement, building trust and understanding customer needs
• Drive adoption and ensure maximum value from licenses
  
  

Activation

• Prepare a success plan considering usage, adoption, and renewal data
• Monitor account health and meet with Account Managers to align on client objectives
• Deepen understanding of clients, their organization, their workflow and their use cases of Fitch products
  
  

Retention

• Engage with clients to nurture relationships, identify at-risk customers, and review renewals
• Hold regular ‘QBR or EBRs’ with your customers, working in partnership with sales
• Review upcoming renewals (90 days out) with Account Managers and provide input on account health
• Collect customer feedback and monitor usage to provide insights
• Ensure that you meet with as many clients as possible to drive adoption, usage and advocacy. Driving volume whilst providing excellent customer experience
  
  

Expansion

• Identify upsell opportunities and drive market advocacy from clients
  
  

You May Be a Good Fit If

• Previous client facing experience with ideally previous customer success 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
• Excellent verbal and written communication skills
  
  

What Would Make You Stand Out

• Additional languages such as Mandarin, Japanese, Korean
• Prior customer success experience within financial or SaaS industry including experience of increasing adoption and retention metrics
• Tenacious and goal orientated
  
  

Why Choose Fitch

• Excellent opportunity to join a growing team in a well-regarded organization
• Hybrid Work Environment : 3 days a week in office required based on your line of business and location
• A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
• Collaborative work environment in a cross functional role working across sales, product, business and operations
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Inclusive Work Environment : A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community
  
  

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.

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.