Customer Success Manager

J.D. Power is a leading company that unites industry-leading data and insights with world-class technology. They are seeking a Customer Success Manager to act as a strategic advocate for automotive finance and insurance providers, ensuring customer satisfaction, retention, and growth through strong relationship management and proactive engagement.

Responsibilities:

• 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. QBR’s are based on customer tier and in collaboration with Sales
• 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
• 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
• 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

Requirements:

• 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