Chrome Customer Success Analyst

Summary

JD Power powers auto-related decisions through proprietary data, advanced analytics, deep industry expertise, and workflows that connect insight to action. The Chrome Customer Success Analyst is responsible for analyzing and executing renewals for SMB customers, monitoring account health and usage, identifying risks, and supporting retention and revenue growth through cross-functional collaboration.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• 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
• 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)
• Candidates must be legally authorized to work in the country where employment is offered. JD Power does not provide employment sponsorship for this position
• Knowledge of process automation helpful

Qualifications

Must Haves

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

Nice to Haves

• Knowledge of process automation helpful

Benefits

• Flexible work arrangements
• Opportunities for learning and development