Customer Success Manager

COMPANY DESCRIPTION

CRIF is a global leader in credit bureau, business information, and credit risk management solutions. We elevate businesses to the next level with an expert blend of data and analytics. Through data-driven insights, we empower businesses to make confident, sustainable decisions across the credit lifecycle, while mitigating risk and fueling growth.

Headquartered in Italy with more than 6,000 professionals worldwide, we operate in 37 countries across four continents. We have a strong presence in Asia with regional headquarters in Singapore, as well as offices in key cities including, Dushanbe, Hanoi, Ho Chi Minh City, Jakarta, Kaohsiung, Kuala Lumpur, Manila, Mumbai, Pune, Taipei, Taichung, Tashkent, Tokyo and Zhongli.

Duties and Responsibilities

• Manage and grow relationships with assigned accounts across the banking, financial services, utilities, and telecommunications sectors.
• Serve as the primary point of contact for customers, ensuring high levels of engagement, satisfaction, and retention.
• Develop a deep understanding of customers business needs and identify opportunities to expand the adoption of CRIF solutions and services.
• Build and execute account plans to drive customer success, revenue growth, renewals, and upselling opportunities.
• Conduct regular business reviews with key stakeholders and decision-makers to demonstrate value realization and discuss strategic initiatives.
• Proactively monitor customer health, identify risks, and implement action plans to mitigate churn.
• Collaborate closely with Sales, Product, Operations, and Delivery teams to ensure successful implementation and ongoing service excellence.
• Act as a customer advocate by providing market feedback and recommending enhancements to products and services.
• Support contract renewals and commercial discussions while ensuring long-term customer retention.
• Promote CRIF's brand and value proposition within the assigned industry segments.
• Maintain accurate customer records, account activities, and pipeline opportunities within CRM systems.
• Achieve customer retention, satisfaction, renewal, and growth targets established by the company.
• Assist sales enablement and administration.
• Perform other duties and responsibilities as assigned.

Role Specification

• Bachelor's Degree in Business, Finance, Economics, Information Technology, Marketing, or a related field.
• At least 5 + years of relevant experience in Customer Success, Account Management, Relationship Management, Client Services, Business Development, or Sales.
• Experience managing and nurturing relationships with customers in the banking, financial services, telecommunications, utilities, fintech, technology, or data solutions industries is preferred.
• Strong customer relationship management and stakeholder engagement skills.
• Proven ability to drive customer retention, satisfaction, and account growth.
• Experience supporting renewals, cross-selling, or upselling initiatives is an advantage.
• Strong communication, presentation, and problem-solving skills.
• Ability to work effectively with cross-functional teams and manage multiple customer accounts.
• Self-motivated, customer-focused, and capable of working independently in a fast-paced environment.
• Experience using CRM platforms and customer success tools is preferred.
• Knowledge of credit bureau, risk management, fraud prevention, financial information, or analytics solutions is an advantage.
• Willing to travel occasionally to meet customers and support business requirements.
• In addition, other duties as assigned.