{"id":2857344,"url":"https://alion.io/job/fitch-group-digital-customer-success-manager","title":"Digital Customer Success Manager","company":{"id":2888455,"name":"Fitch Bohua","domain":"fitchbohua.cn","url":"https://alion.io/company/fitchbohua","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warsaw, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":115000,"currency":"PLN","period":"year","gross":null,"usd_annual":29615},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-26T21:51:10Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"Fitch Solutions is currently seeking a Digital Customer Success Specialist based out of our Warsaw office.\nFitch 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.\nStep 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.\nWant to learn more about a career on our commercial team? Visit our careers page: https://careers.fitch.group/content/Fitch-Solutions-Commercial/\nWhat You’ll Gain:\nOwnership of core digital customer success motions with visible business impact.\nHands-on experience scaling digital engagement across a global customer base.\nExposure to advanced tools, automation, and data-driven CS practices.\nOpportunities to learn, grow, and shape your career path.\nHow You’ll Make an Impact:\nAs 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.\nYou 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.\nWhat You’ll Do:\nDeliver Scalable Onboarding and Adoption\nDesign and deliver scalable digital programs that guide customers through onboarding and product adoption.\nAnalyse customer usage, behaviors, and entitlement data to identify activation gaps, non-usage clusters, and adoption opportunities.\nTranslate insights into targeted digital journeys that improve engagement, accelerate time-to-value, and increase active usage.\nContinuously test, refine, and optimise engagement logic to improve relevance, timing, and impact, using performance data and experimentation to drive measurable adoption lift.\nLeverage Automation, Tools, and AI\nBuild and maintain automated workflows that generate ready-to-send, customer-specific communications, including emails, in-platform messages, and self-service content.\nDrive measurable reduction in manual execution by improving templates, triggers, and the use of AI-enabled and digital tooling.\nOperate as a builder and operator of scalable digital journeys, balancing automation with targeted intervention to maximise customer outcomes.\nLearn from Customer Data\nTrack customer health scores, usage patterns, and feedback.\nUse performance and usage data to identify what works, what does not, and where to iterate or scale digital engagement.\nClearly demonstrate how data-driven targeting improves customer outcomes.\nIdentify trends, risks, and growth opportunities and translate insights into targeted digital actions.\nCollaborate Across Teams\nBuild relationships with colleagues in Product, Sales, Marketing, and Support.\nDeliver consistent digital experiences that align with Account Teams and Sales Specialists.\nAct as the voice of the customer, using data and insight to drive product, process, and experience improvements across the business. \nYou May be a Good Fit if:\nYou have 1-3+ years of experience in Customer Success, Account Management, Growth, or a digital-first customer role.\nYou actively use AI, automation, and modern customer engagement tools to scale impact and improve efficiency.\nYou are data-driven and comfortable working with usage metrics, trends, and experimentation.\nYou enjoy improving processes and building repeatable, scalable programs.\nYou communicate clearly and proactively and can translate insights into action.\nYou thrive in a fast-moving, collaborative environment and enjoy continuous improvement. \nWhat Would Make You Stand Out:\nExperience with digital tools such as CRM platforms, customer engagement software, or marketing automation systems.\nFamiliarity with using customer data and AI-enabled tools to drive measurable outcomes.\nFamiliarity with creating short videos or step-by-step guides to support user education and product adoption.\nYou bring a growth mindset and a passion for continuous improvement.\nWhy Choose Fitch:\nHybrid Work Environment: 3 days a week in office required based on your line of business and location\nA 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\nInvesting in Your Future: Retirement planning, financial wellness and tuition reimbursement programs that empower you to achieve your short and long-term goals\nPromoting Health & Wellness: Comprehensive healthcare offerings that prioritize a healthy body & mind\nSupportive Parenting Policies: Family-first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively\nDedication to Giving Back: Paid volunteer days and support for community engagement initiatives\nAt 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.\nFitch 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.\nFitch 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.\nExpected 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.\nDisclaimer on Benefits Information\nIn 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. 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