[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 dealers and/or dealer groups. You will ensure each customer achieves measurable value from our software and data products 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 usage or relationship risks, and collaborate across Sales, Implementation, and Customer Solutions to deliver an exceptional customer experience and strong retention.

The successful candidate will have a combination of interpersonal skills, strategic thinking, strong follow-up, and business acumen. You will tailor your engagement to the customer’s tier and unique product characteristics, providing high-touch, strategic partnership for customers.

The Impact You Will Have in This Role

In this role, you will directly influence customer satisfaction, retention, and growth by helping automotive dealers maximize the value of our software and data solutions. As a trusted advisor, you will:

• Build strong customer relationships.
• Proactively address risks.
• Drive product adoption to deliver measurable business outcomes.
• Enhance the customer experience and strengthen long-term customer loyalty.
• Contribute to J.D. Power's overall growth objectives.

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, ensuring alignment between customer use cases and our solutions.
  • Develop strategies to retain existing customers and prevent churn.
  • 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 highest tier customers to review performance, usage, ROI, and future opportunities.
• Retention, Growth, and Value Realization
  • Retain existing customers through strong engagement and ensuring accounts successfully renew their subscriptions.
  • Proactively monitor customer product usage 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 J.D. Power.
  • Identify upsell and cross-sell products to existing Darwin customers, in collaboration with Sales.
• 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 customers through interaction with the Implementation team.
  • Maintain accurate and up-to-date customer records, success plans, and risk indicators within our CRM.
• Collaboration & Enablement
  • Partner with the Customer Success Director 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

• Minimum three years of F&I or Sales Management dealership experience.
• Alternative is five years of related automotive vendor experience in automotive finance.
• Excellent relationship-building, communication, and interpersonal skills.
• Analytical mindset with ability to interpret data (usage, adoption, NPS, health scores).
• Demonstrated problem-solving ability—comfortable navigating ambiguity and influencing cross-functional teams.
• Knowledge of working with subscription-based data products and services (desirable).
• Strong customer focus.

Benefits

• Flexible work arrangements.
• Opportunities for learning and development.
• A culture centered on core values.

Company Description

JD Power powers auto-related decisions through proprietary data, advanced analytics, deep industry expertise, and workflows that connect insight to action. Operating across North America, Europe, and Australia, we help customers make better decisions and achieve better outcomes.