Note: The job is a remote job and is open to candidates in USA. JD Power is a company focused on maximizing customer value in the auto industry. The Senior Director of Customer Success will lead a new customer success team, ensuring effective service delivery, team performance, and collaboration across various departments to drive customer retention and growth.
Responsibilities
- Own renewals bookings performance for your industry or product scope through effective team leadership
- Translate customer success strategy into clear priorities, tiered servicing focus, and execution plans
- Ensure disciplined pipeline management, deal hygiene, and forecast accuracy across the team
- Review and inspect performance regularly, quickly addressing gaps and risks
- Lead, coach, and develop team members across experience levels
- Establish consistent expectations for renewals process adherence, account planning, and customer servicing/account management
- Provide hands‑on coaching for complex renewals, strategic accounts, and high‑impact negotiations
- Build management capability across your leadership bench and prepare future leaders
- Orchestrate team activity across multiple segments, products, and customer types
- Ensure effective coordination among customer success managers, specialists, Customer Solutions, and product management
- Drive adoption of enterprise customer success tools, methodologies, and operating cadences
- Identify system‑level blockers and partner cross‑functionally to resolve them
- Serve as an escalation point and executive presence for strategic deals and customer issues
- Participate in high‑value customer meetings and executive briefings
- Reinforce JD Power’s value proposition and partnership mindset with senior customer stakeholders
- Achievement of renewals booking targets
- Gross retention, net retention, annual recurring revenue, customer health, and adoption metrics
- Pipeline strength, renewal rates, and forecast accuracy
- Renewals execution, consistency and operating rigor
- Development, retention, and readiness of customer success managers talent
- Effective collaboration across commercial and delivery teams
Skills
- Bachelor's Degree
- 7-10+ years of customer success experience with significant people leadership responsibility
- Proven success managing and scaling complex B2B customer success teams
- Strong coaching skills with the ability to influence without direct renewals responsibility
- Experience in data, analytics, SaaS, research, or advisory‑based businesses
- Executive presence and strong cross‑functional leadership capability
- Experience with Salesforce (or equivalent) CRM platform(s)
- Master's degree preferred
Company Overview