[Hiring] Customer Success Manager @J.D. Power

Role Description

As a Customer Success Manager (CSM), you are the strategic advocate and trusted advisor for a defined portfolio of automotive finance and automotive insurance providers. You will ensure each customer achieves measurable value from our products, data, and services, leading to satisfaction, retention, and growth of their account with us.

You’ll build deep relationships with key stakeholders, proactively manage account health, identify client risks, and collaborate across Sales, Implementation, and Customer Solutions to deliver an exceptional customer experience and strong retention.

The CSM plays a pivotal role in driving customer outcomes, retention, and expansion. 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.

Key Responsibilities

• Customer Partnership & Advocacy
  • Serve as the primary liaison and advocate for your assigned customer portfolio, ensuring alignment between customer objectives and our solutions.
  • Engage with customers based on defined segmentation, tiering strategy, and account playbooks.
  • Act as a strategic advisor—translating customer business goals into actionable success plans and measurable outcomes.
  • Partner with Customer Solutions on requested product enhancements, including customer feedback by representing the Voice of Customer (VoC).
  • Conduct Quarterly or Executive Business Reviews (QBRs/EBRs) with customers to review performance, adoption, ROI, and future opportunities.
• Retention, Growth, and Value Realization
  • Retain existing customers through strong engagement and making sure accounts successfully renew their subscriptions.
  • Proactively monitor customer product usage, particularly after implementation, to identify risks and opportunities for account growth.
  • Develop and execute renewal and growth plans, in partnership with Sales, to drive Net Revenue Retention (NRR) across accounts.
  • Identify and communicate ROI stories and value outcomes to reinforce the customer’s strategic partnership with JD Power.
  • Support the reversal of potential down-sells through early risk identification and proactive engagement.
  • Identify upsell and cross-sell opportunities for Sales follow-up and execution.
• Operational Excellence & Process Improvement
  • Partner cross-functionally to resolve customer issues quickly, ensuring consistent, high-quality service delivery.
  • Identify and share best practices to improve internal processes and enhance customer experience.
  • Support development and implementation of product playbooks across customer tiers.
  • Ensure smooth transition from Implementation to BAU for top tier and high-potential customers.
  • Maintain accurate and up-to-date customer records, success plans, and risk indicators within our CRM’s.
• Collaboration & Enablement
  • Partner with the Director, Customer Success Operations to provide feedback that shapes success playbooks and health scoring.
  • Contribute to team enablement, sharing insights, case studies, and process improvements.
  • Collaborate globally when managing multi-region customers to ensure a unified experience and consistent delivery.

Qualifications

• Proven experience in Customer Success, Account Management, or Customer Partnership roles, ideally in B2B.
• Strong commercial acumen with the ability to understand customer needs, forecast renewals, and identify growth levers.
• Excellent relationship-building, communication, and stakeholder management skills, including confidence partnering with senior decision-makers.
• Analytical mindset with ability to interpret data (usage, adoption, NPS, health scores) to drive action and decision-making.
• Demonstrated problem-solving ability—comfortable navigating ambiguity and influencing cross-functional teams.
• Knowledge of working with subscription-based data products and services (desirable).
• Experience managing global or enterprise-level accounts (preferred).
• Proven ability to develop account strategies, renewal roadmaps, and customer expansion frameworks.

Metrics & Measures of Success

• Gross Retention Rate (GRR) % (target improvement year on year).
• Down-sell recovery rate.
• Net Revenue Retention % (shared with Sales).
• Product adoption and usage metrics.
• Customer satisfaction (NPS) and engagement score improvements.
• Quality of QBRs / Success Plans and timely completion.

What Success Looks Like

• You drive high retention and expansion rates through proactive, consultative engagement.
• You are recognized by customers as a trusted advisor who helps them achieve measurable hiring and operational goals (customer NPS).
• You continuously identify opportunities to improve customer experience and internal efficiency and collaborate productively and effectively with the Sales, Marketing and Customer Solutions teams.

Salary

This position has a starting salary range of $65,000 - $70,000 per year. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

Company Mission

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.

Our Values

• We POWER Our Customer's Success
• We are Innovative, Collaborative and Grounded in Data
• We Make Things Easy
• We Get It Done
• We Start with Trust & Prove it Everyday

J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Should you require accommodations during the recruitment and selection process, please reach out to [email protected].

J.D. Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. Power’s behalf.

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.