Assistant Director - Customer Success Management (Financial Institutions)
On-siteSydney, New South Wales, Australia
Job Summary
Manage a portfolio of strategic banking and financial institution clients across the Oceania region, acting as a trusted advisor to drive adoption, value realization, retention, and long-term partnership growth. Lead customer engagements including onboarding, business reviews, governance meetings, and strategic planning sessions while monitoring health metrics to proactively identify risks and opportunities. Build relationships with senior business and executive leaders, partnering with Sales, Product, and Support teams to deliver seamless experiences and advocate for customer needs. Support renewal discussions by demonstrating business value and mitigating risks, while maintaining deep knowledge of Moody's solutions, industry trends, and regulatory developments. Identify opportunities for internal continuous improvement to enhance team efficiency and scale customer success activities. Requires 5+ years in Financial Services, ability to travel up to 25%, and experience with Gainsight and Salesforce.
Required Qualifications
- 5+ years of experience in Customer Success, Relationship Management, Pre-Sales, or related client-facing roles within Financial Services, Risk, or Regulatory Technology
- Experience supporting Tier 1 and Tier 2 banks or other regulated financial institutions across Oceania
- solid understanding of regulatory compliance and third-party risk management use cases
- Proven ability to build and manage strategic client relationships, driving adoption, value realization, retention, and long-term partnership growth
- experience leading Executive Business Reviews (EBRs), strategic account planning sessions, value realization discussions, and customer workshops
- Strong analytical and problem-solving skills, with the ability to identify risks, uncover opportunities, and develop practical solutions to support customer and business outcomes
- Highly organized with strong attention to detail and the ability to manage multiple priorities across a portfolio of strategic accounts
- Experience with customer success and CRM platforms such as Gainsight and Salesforce
- Undergraduate/first-level degree (e.g., Bachelor's degree)
- coursework in business, economics, finance, marketing or related fields
- Ability to travel as required (up to 25%)
Desired Qualifications
- Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency
- Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use
- preferably with coursework in business, economics, finance, marketing or related fields
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