[Hiring] Chrome Customer Success Analyst @J.D. Power

Role Description

As a Customer Success Analyst, you are responsible for the analysis and execution of renewals for Chrome’s SMB (small-and-medium business) customers. You will ensure each customer achieves measurable revenue growth from our products, data, and services, leading to retention and growth of their account with us.

You’ll build strong relationships with our internal Chrome Customer Success and Sales teams. You’ll monitor account health and customer usage, identify client risks, and collaborate to deliver an exceptional customer experience and strong retention.

This role contributes directly to the achievement of J.D. Power sales growth by playing a critical role in the contract renewal process through strong client relationships and ongoing business partnerships. The successful candidate will have a combination of interpersonal skills, strategic thinking, and business acumen.

You will tailor your engagement to the customer’s tier and unique product characteristics, providing high-touch, strategic partnership for enterprise-level accounts and scalable best-practice guidance for mid-tier or volume customers.

The impact you will have in this role includes:

• Direct impact on customer retention, revenue growth, and overall business performance.
• Helping SMB customers maximize the value of Chrome’s products, data, and services.
• Identifying opportunities, mitigating risks, and strengthening customer relationships.
• Delivering tailored engagement and trusted guidance to help customers achieve measurable business outcomes.

What you’ll be doing in this role:

• Customer Partnership & Advocacy
  • Serve as the primary point-of-contact and advocate for your assigned customer portfolio.
  • Develop strategies to retain existing customers and prevent churn.
  • Collaborate with customers to renew contract terms, pricing, and any modifications.
  • Engage with customers on renewals based on defined segmentation, tiering strategy, and account playbooks.
  • Partner with internal Sales, Legal, and Finance to facilitate customer renewal processes.
• Retention, Growth, and Value Realization
  • Retain existing customers through strong engagement and ensuring successful renewals.
  • Proactively monitor customer product usage to identify risks and opportunities for growth.
  • Generate reports on account performance and impact of Chrome solutions.
  • Support the reversal of potential downsells through early risk identification.
  • Identify opportunities for upselling additional Chrome products or features.
• Operational Excellence & Process Improvement
  • Execute annual customer renewals in partnership with Customer Success Director.
  • Analyze renewals based on customer product usage patterns.
  • Support in the development of process automation.
  • Maintain accurate and up-to-date customer records, success plans, and risk indicators.
• Collaboration & Enablement
  • Partner with the Customer Success Director to provide feedback that shapes renewals.
  • Contribute to team enablement, sharing insights and process improvements.

Qualifications

• 2-4 years of experience analyzing customer data and usage patterns.
• Excellent communication and interpersonal skills.
• Analytical skills with ability to interpret data to drive action and decision-making.
• Comfortable working with AI tools such as Microsoft Copilot.
• Basic knowledge of Excel.
• Knowledge of process automation helpful.
• Ability to effectively manage priorities while maintaining a high level of customer focus.
• Demonstrated problem-solving ability—comfortable navigating ambiguity.
• Knowledge of working with subscription-based data products and services (desirable).

Requirements

• This role is critical to sustaining Chrome’s strong renewal performance and continued growth.
• Take ownership of a significant portion of renewals, partnering closely with Customer Success, Sales, and Revenue Operations.
• Success in this role will help maintain high retention rates and create additional capacity for the broader Customer Success team.

Benefits

• Starting salary range of $56,500-$65,500 USD per year.
• Flexible work arrangements.
• Opportunities for learning and development.
• A culture centered on values that guide how we work every day.