Customer Success Manager

J.D. Power is a leader in data and insights, and they are seeking a Customer Success Manager to advocate for a portfolio of automotive finance and insurance providers. The role involves ensuring customer satisfaction, retention, and growth by building relationships, managing account health, and collaborating across teams to deliver exceptional customer experiences.

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