Customer Success Manager

Job Description:

Title:               Customer Success Manager           

Location:        Remote

Reports to:     Director Customer Success

The Role:   As a Customer Success Manager (CSM), you are the strategic advocate and trusted advisor for a defined portfolio of automotive dealers and/or dealer groups. You will ensure each customer achieves measurable value from our software and data products and services, leading to satisfaction, retention, and growth of their account with us. You’ll build deep relationships with key stakeholders, proactively manage account health, identify usage or relationship risks, and collaborate across Sales, Implementation, and Customer Solutions 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 total customer experience. The successful candidate will have a combination of interpersonal skills, strategic thinking, strong follow-up, and business acumen.

You will tailor your engagement to the customer’s tier and unique product characteristics, providing high-touch, strategic partnership for customers.

The Impact You Will Have in This Role:  In this role, you will directly influence customer satisfaction, retention, and growth by helping automotive dealers maximize the value of our software and data solutions. As a trusted advisor, you will build strong customer relationships, proactively address risks, and drive product adoption to deliver measurable business outcomes. Your ability to partner across teams and provide strategic guidance will play a critical role in enhancing the customer experience, strengthening long-term customer loyalty, and contributing to J.D. Power's overall growth objectives.

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 use cases and our solutions.
• Develop strategies to retain existing customers and prevent churn.
• 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 highest tier customers to review performance, usage, ROI, and future opportunities. QBR’s are based on customer tier and in collaboration with Sales.

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. Engage with customers based on performance and usage.
• 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 J.D. Power.
• Identify upsell and cross-sell products to existing Darwin customers, in collaboration with Sales with a special emphasis on new and priority products and services

Operational Excellence & Process Improvement

• Partner cross-functionally to resolve customer issues quickly, ensuring consistent, high-quality service delivery.  You’ll partner with Customer Solutions, Product teams, Sales, Implementation, and Customer Support teams
• 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 customers through interaction with the Implementation team and process
• 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 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.

Qualifications of this Role:

• Minimum three years of F&I or Sales Management dealership experience
• Alternative is five years of related automotive vendor experience in automotive finance.
• Excellent relationship-building, communication, and interpersonal 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)
• Strong customer focus

The Hiring Manager says: This role is about becoming a trusted advisor to our customers and helping them achieve meaningful sales and profitability goals through our solutions. Success comes from building strong relationships, proactively engaging customers to drive retention and growth, and identifying opportunities to enhance both the customer experience and internal processes. The individual in this role will work closely with Sales, Marketing, and Customer Solutions to deliver exceptional customer outcomes while contributing to the continued growth and success of the business.

This position has a starting salary range of $56,500 - $74,500 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.