Customer Success Manager - French Speaker

Fitch Solutions is currently seeking a Customer Success Manager, fluent in French and English, to join our London office.

How You’ll Make an Impact:

• Develop and execute strategic account plans to drive client adoption, retention, and growth across a dedicated book of accounts
• Build trusted client relationships and drive value realisation by ensuring clients achieve their business objectives and maximize the value of Fitch Solutions
• Consistently meet or exceed KPIs through a proactive, responsive, and client-centric approach
• Develop product expertise across Fitch Solutions products as well as 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 to deliver exceptional client outcomes and identify growth opportunities
• Support the onboarding and development of new team members as needed

 Activation: 

• 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 to better support their needs and drive product relevance

Onboarding: 

• Plan onboarding and engagement, building trust and understanding customer needs 

• Drive adoption and ensure maximum value from licenses 

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 (90-120 days out) with Account Managers and provide input on account health and client engagement

• 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 
• Travel across EMEA is required to conduct in-person client meetings, build executive and user-level relationships, support customer retention, and identify growth opportunities

Expansion: 

• Identify upsell opportunities and drive market advocacy from clients 
• Support the development of client advocacy by fostering positive relationships and strong product engagement

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 

Would Make You Stand Out:

• Minimum 1.5 years of customer success experience within financial services or SaaS industry  

• Strong knowledge of financial services and related client workflows

• Proficiency in an additional European language is a plus
• Tenacious, proactive, and goal-oriented with a strong focus on delivering results

Why Choose Fitch:

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