Chrome Customer Success Analyst

Job Description:

Title:                Chrome Customer Success Analyst         

Location:        Remote – USA

Reports to:     Director, Customer Success - Chrome

The Role:   As a Customer Success Analyst, you are responsible for the analysis and execution of renewals for Chrome’s SMB (small-and-medium business) customers. You will ensure each customer achieves measurable revenue growth from our products, data, and services, leading to retention and growth of their account with us.

You’ll build strong relationships with our internal Chrome Customer Success and Sales teams.   You’ll monitor account health and customer usage, identify client risks, and collaborate to deliver an exceptional customer experience and strong retention.

This role contributes directly to the achievement of J.D. Power sales growth by playing a critical role in the contract renewal process through strong client relationships and ongoing business partnerships. The successful candidate will have a combination of interpersonal skills, strategic thinking, and business acumen.

You will tailor your engagement to the customer’s tier and unique product characteristics, providing high-touch, strategic partnership for enterprise-level accounts and scalable best-practice guidance for mid-tier or volume customers.

The Impact You Will Have in This Role:  In this role, you will have a direct impact on customer retention, revenue growth, and overall business performance by helping SMB customers maximize the value of Chrome’s products, data, and services. Through proactive account analysis, strategic renewal management, and strong cross-functional partnership with Customer Success and Sales teams, you will identify opportunities, mitigate risks, and strengthen customer relationships. Your ability to deliver tailored engagement and trusted guidance will help customers achieve measurable business outcomes while driving renewals, long-term loyalty, and sales growth for J.D. Power.

What You’ll Be Doing in This Role:  

Customer Partnership & Advocacy

• Serve as the primary point-of-contract and advocate for your assigned customer portfolio, ensuring alignment between customer objectives and our solutions.

• Develop strategies to retain existing customers and prevent churn.

• Collaborate with customers to renew contract terms, pricing, and any modifications to align with their current needs.

• Engage with customers on renewals based on defined segmentation, tiering strategy, and account playbooks.

• Partner with internal Sales, Legal and Finance to facilitate customer renewal processes

Retention, Growth, and Value Realization

• 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. Generate reports on account performance and impact of Chrome solutions on customer’s businesses.

• Support the reversal of potential downsells through early risk identification and proactive engagement.

• Over time, identify opportunities for upselling additional Chrome products or features to existing customers.

Operational Excellence & Process Improvement

• Execute annual customer renewals in partnership with Customer Success Director and assigned customers.

• Execute renewals in accordance with timing requirements.

• Analyze renewals based on customer product usage patterns.

• Support in development of process automation

• Maintain accurate and up-to-date customer records, success plans, and risk indicators within our CRM’s.

Collaboration & Enablement

• Partner with the Customer Success Director to provide feedback that shapes renewals, success playbooks, and process automation.

• Contribute to team enablement, sharing insights and process improvements.

Qualifications of this Role:

• 2-4 years of experience analyzing customer data and usage patterns to identify trends and insights

• Excellent communication and interpersonal skills that contribute to a strong team culture

• Analytical skills with ability to interpret data (usage, adoption, pricing, health scores) to drive action and decision-making

• Comfortable working with AI tools such as Microsoft Copilot

• Basic knowledge of Excel

• Knowledge of process automation helpful

• Ability to effectively manage priorities while maintaining a high level of customer focus

• Demonstrated problem-solving ability—comfortable navigating ambiguity and working in cross-functional teams.

• Knowledge of working with subscription-based data products and services (desirable)

The Hiring Manager says: This role is critical to sustaining Chrome’s strong renewal performance and continued growth across our SMB customer base. The Customer Success Analyst will take ownership of a significant portion of renewals, partnering closely with Customer Success, Sales, and Revenue Operations to identify risks, uncover growth opportunities, and deliver a seamless customer experience. Success in this role will not only help maintain high retention rates but also create additional capacity for the broader Customer Success team to focus on strategic initiatives and customer growth.

This position has a starting salary range of $56,500-$65,500 USD per year. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

Why Join JD Power

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.

As a virtual-first company, we offer flexible work arrangements, opportunities for learning and development, and a culture centered on the Values that guide how we work every day.

·       We power our customers’ success. Everything we do is focused on helping customers make better decisions and achieve better outcomes.

·       We are innovative, collaborative, and grounded in data. We combine advanced analytics with human expertise to deliver insight that holds up in the real world.

·       We make things easy. We turn complexity into clarity so teams can act faster and with confidence.

·       We get it done. We focus on execution, accountability, and results.

·       We start with trust and prove it every day. Independence, integrity, and credibility are the foundation of our work.

Equal Opportunity & Accommodations

JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

JD Power is committed to providing reasonable accommodations throughout the recruitment process for individuals with disabilities or other protected needs under applicable local laws. Please contact [email protected] for accommodation request.

Data Privacy

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.  

Applications

Candidates must be legally authorized to work in the country where employment is offered. JD Power does not provide employment sponsorship for this position.

This position is posted exclusively on https://www.jdpower.com/business/careers and select trusted job boards such as LinkedIn or Indeed. All official communication comes from email addresses ending in @jdpower.com or @jdpa.com. We will never ask for payment, equipment purchases, or upfront fees. We may take additional steps to verify candidate information to protect the integrity of our recruitment process.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.