Digital Customer Success Manager

Fitch Solutions is currently seeking a Digital Customer Success Specialist based out of our Warsaw 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.

Want to learn more about a career on our commercial team? Visit our careers page: https://careers.fitch.group/content/Fitch-Solutions-Commercial/

What You’ll Gain:

• Ownership of core digital customer success motions with visible business impact.
• Hands-on experience scaling digital engagement across a global customer base.
• Exposure to advanced tools, automation, and data-driven CS practices.
• Opportunities to learn, grow, and shape your career path.

How You’ll Make an Impact:

As a Digital Customer Success Manager, you will own the execution and continuous optimisation of data-driven digital engagement that drives adoption, active usage, and value realisation at scale.

You will own digital onboarding, adoption, re-engagement, and renewal journeys across a large customer portfolio, using customer usage data, automation, AI and technology to deliver timely, relevant, and measurable customer outcomes. This role is central to scaling multi-product adoption and ensuring customers realise value quickly and consistently.

What You’ll Do:

• Deliver Scalable Onboarding and Adoption
• Design and deliver scalable digital programs that guide customers through onboarding and product adoption.
• Analyse customer usage, behaviors, and entitlement data to identify activation gaps, non-usage clusters, and adoption opportunities.
• Translate insights into targeted digital journeys that improve engagement, accelerate time-to-value, and increase active usage.
• Continuously test, refine, and optimise engagement logic to improve relevance, timing, and impact, using performance data and experimentation to drive measurable adoption lift.

• Leverage Automation, Tools, and AI

• Build and maintain automated workflows that generate ready-to-send, customer-specific communications, including emails, in-platform messages, and self-service content.
• Drive measurable reduction in manual execution by improving templates, triggers, and the use of AI-enabled and digital tooling.

• Operate as a builder and operator of scalable digital journeys, balancing automation with targeted intervention to maximise customer outcomes.

• Learn from Customer Data

• Track customer health scores, usage patterns, and feedback.
• Use performance and usage data to identify what works, what does not, and where to iterate or scale digital engagement.
• Clearly demonstrate how data-driven targeting improves customer outcomes.
• Identify trends, risks, and growth opportunities and translate insights into targeted digital actions.

• Collaborate Across Teams

• Build relationships with colleagues in Product, Sales, Marketing, and Support.
• Deliver consistent digital experiences that align with Account Teams and Sales Specialists.
• Act as the voice of the customer, using data and insight to drive product, process, and experience improvements across the business.

You May be a Good Fit if:

• You have 1-3+ years of experience in Customer Success, Account Management, Growth, or a digital-first customer role.
• You actively use AI, automation, and modern customer engagement tools to scale impact and improve efficiency.
• You are data-driven and comfortable working with usage metrics, trends, and experimentation.
• You enjoy improving processes and building repeatable, scalable programs.
• You communicate clearly and proactively and can translate insights into action.
• You thrive in a fast-moving, collaborative environment and enjoy continuous improvement.

What Would Make You Stand Out:

• Experience with digital tools such as CRM platforms, customer engagement software, or marketing automation systems.
• Familiarity with using customer data and AI-enabled tools to drive measurable outcomes.
• Familiarity with creating short videos or step-by-step guides to support user education and product adoption.
• You bring a growth mindset and a passion for continuous improvement.

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
• Investing in Your Future: Retirement planning, financial wellness and tuition reimbursement programs that empower you to achieve your short and long-term goals
• Promoting Health & Wellness: Comprehensive healthcare offerings that prioritize a healthy body & mind
• Supportive Parenting Policies: Family-first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Dedication to Giving Back: Paid volunteer days and support for community engagement initiatives

At Fitch, AI is embedded in how we work every day-supporting smarter decision-making, streamlining workflows, and enabling new ways to create value for our business and clients. Intelligent solutions are increasingly part of our day-to-day operations, helping teams work more efficiently and think differently as we continue to evolve. We’re looking for colleagues who are comfortable operating in an AI-enabled environment-or who are curious, adaptable, and eager to build their AI literacy over time. We value professionals who embrace technology as part of continuous learning and who are committed to using it thoughtfully to enhance how work gets done.

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 interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

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.

Expected annualized salary for the role will be between PLN 100,000 and 115,000 per year. Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors. Base pay is one part of Fitch’s total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits such as pension, health and life insurance sponsored by Fitch.

Disclaimer on Benefits Information

In accordance with the requirements of the EU Pay Transparency Directive, the benefits described in this job advertisement represent a general overview and do not constitute the full list of benefits available for this position. Comprehensive and final details regarding compensation and benefits will be provided to candidates at the offer stage