MD-Customer Success Management

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

Skills and Competencies

• Customer Centric Mindset: Demonstrates a deep understanding of customer outcomes, business models, and success metrics, aligning customer success plans with broader company strategy while proactively anticipating customer needs and market shifts
• Strong Communication Skills: Communicates clearly and confidently with customers, executives, and cross functional teams, delivering complex or difficult messages with empathy, clarity, and simplicity
• Cross Functional Influence: Partners effectively with Sales, Product, Engineering, and Support to drive alignment across the customer journey while balancing customer outcomes with commercial objectives
• Data Driven Decision Making: Uses data to assess customer health, identify churn risks, and uncover expansion opportunities, with a strong command of key customer success metrics such as NPS, adoption, and ARR retention
• Operational Excellence: Prioritizes process, repeatability, and efficiency by building and scaling systems, playbooks, and tooling that support consistent and sustainable execution
• Coaching & Team Development: Brings experience leading and scaling the Customer Success function by identifying and developing talent, balancing accountability with support, and guiding teams through organizational or strategic change
• Executive Presence: Exhibits confidence and credibility with senior stakeholders, effectively representing Customer Success at the leadership table and influencing executive decision making 
  Problem Solving Orientation: Approaches challenges with a structured, analytical mindset, quickly diagnosing root causes and resolving customer issues in a creative and pragmatic manner

Responsibilities

Responsible for leading and scaling Insurance Customer Success Management (CSM) across regions to drive retention, expansion and overall customer satisfaction. CSM is critical to our short-term and long-term profitability as an organization. The MD Head of CSM Insurance drives usage and retention by working with Sales, SMEs, Advisory and Implementation Services, and Product teams to provide customers with the solutions they need to address their day-to-day business needs. Responsibilities include:

• Drive Insurance BU retention levels at or above agreed standard globally across the entire segment
• Increase NER by agreed standard across the Insurance segment by driving adoption, renewals, expansion and advocacy strategies
• Establish customer health score measures that are the standard in measuring customer adoption, utilization and satisfaction across the insurance segment. Includes measuring customer lifetime value/time to value
• Develop and execute a global customer success strategy aligned with Moody’s GTM priorities for the Insurance segment
• Execute tiered CSM deployment model include focus on Insurance Strategic Accounts and Digital Tier where relevant
• Drive and track key customer success metrics including retention, NPS, CSAT, NER to measure impact
• Establish a consistent approach and best practices across the global team to drive consistency in customer experience across the insurance segment
• Drive customer programs to engage with all customer levels including program development and preparation for executive customer advisory boards, insurance conferences, customer forums and education programs
• Lead, mentor, and scale a high-performing Customer Success Management (CSM) team across multiple regions
• Create a customer feedback loop process and share “the voice of the customer” with relevant stakeholder teams, channeling feedback in a documented and collaborative approach

About the Team

Moody’s Insurance BU shapes the world’s view of risk for insurers, reinsurers, financial services organizations, and the public sector, with Moody’s Risk Models underlying the nearly US$2 trillion property and casualty insurance industry. Insurance BU empowers organizations to evaluate and manage global risk from natural and man-made catastrophes, including hurricanes, earthquakes, floods, climate change, cyber, pandemics and liability risks. 

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.
Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.