Senior Customer Success Manager, Tokyo

Fitch Solutions is seeking a Senior Customer Success Manager to join our Tokyo office. We are looking for a seasoned Customer Success professional who thrives in building and nurturing strategic enterprise relationships.

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 and execute strategic account plans to drive client adoption, retention, and growth across a dedicated portfolio
• Strengthen client value realisation by building trusted relationships and ensuring clients achieve their desired outcomes
• Consistently meet or exceed KPIs through a proactive, responsive, and client-focused approach
• Develop strong product knowledge across Fitch Ratings Pro, BMI, and CreditSights, supported by a broad awareness of competitor solutions
• Provide regular updates and reporting on team and client activity to management
• Support the onboarding and development of new team members as needed

Activation

• Create tailored success plans focused on usage, adoption, and renewal readiness
• Monitor account health and collaborate closely with Account Managers/Sales Specialists to align on client priorities 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

• Lead onboarding and early-stage engagement activities to build trust, understand client objectives, and set a strong foundation for success
• Drive early adoption and usage to help clients maximise the value of their licences and solutions

Retention

• Maintain regular engagement with clients to strengthen relationships, identify risks early, and support successful renewals
• Conduct Quarterly or Executive Business Reviews (QBRs/EBRs) in partnership with Sales to review progress, outcomes, and opportunities
• Partner with Account Managers on upcoming renewals, typically 90–120 days in advance, providing clear input on account health and client engagement
• Gather client feedback and monitor usage trends to generate insights and support continuous improvement
• Drive high levels of client interaction to encourage adoption, increase product usage, and build advocacy, while delivering strong customer experience

Expansion

• Identify upsell and cross-sell opportunities by understanding client needs and uncovering areas where additional solutions may add value
• Support the development of client advocacy by fostering positive relationships and strong product engagement

You May be a Good Fit if:

• Proven client-facing (in-person and virtual) experience, ideally within Customer Success or related role
• Strong ability to collaborate effectively with internal operational and commercial teams
• Excellent listening, presentation, and overall communication skills
• Confidence in navigating complex client organisations and stakeholder environments
• Highly organised, self-motivated, and able to manage competing priorities effectively
• Customer-first mindset with a genuine passion for building strong relationships and engaging with people

What Would Make You Stand Out:

• 6+ years of Customer Success experience in financial services, fintech, or SaaS
• Proven ability to manage strategic/enterprise accounts, with APAC exposure preferred
• Hands-on experience in post-sales activities, including Implementations, Onboarding, Driving Adoption, and Renewal Readiness
• Familiarity with financial services or credit markets
• Fluency in English & Japanese; Mandarin or Korean is a bonus
• A proactive, tenacious, and goal-driven mindset

Why Choose Fitch:

• 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
• 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.