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. This role is focused on the Customer Success organization and involves owning operational frameworks, renewal motion architecture, and data governance to protect and grow existing ARR.

Responsibilities:

• 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 leadership
• Deep platform expertise in 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