Senior Manager, Customer Success Operations

JD Power is seeking a Senior Manager, Customer Success Operations to serve as the senior architect of their CS operational infrastructure and the operational engine behind renewal and retention. This role focuses on owning the operational frameworks and data governance model to protect and grow existing ARR, partnering closely with CS leadership to ensure operational excellence.

Responsibilities:

• Serve as the senior architect of our CS operational infrastructure and the operational engine behind our renewal and retention motion
• Own the operational frameworks, renewal motion architecture, CS platform infrastructure, and data governance model that protect and grow existing ARR
• Be the senior operational authority for CS process design, renewal governance, and KPI data readiness
• Work in close partnership with CS leadership to ensure that renewal playbooks, CS workflows, platform configuration, and KPI data infrastructure are operationalized, adopted, and continuously improved
• Own the operational mechanics that govern how CS teams identify risk, execute renewal plays, capture data, and drive expansion
• Own the readiness of the data infrastructure that feeds the organization’s most important retention and growth metrics

Requirements:

• Experience in Customer Success Operations
• Deep platform expertise (Gainsight, Totango, or equivalent)
• Strategic process design capability
• Strong data governance instincts
• Leadership presence to drive cross-functional alignment across CS, Sales, RevOps, and Analytics