Customer Success Manager

Summary

JD Power powers auto-related decisions through proprietary data, advanced analytics, deep industry expertise, and workflows that connect insight to action. The Customer Success Manager will serve as a strategic advocate for automotive dealers and dealer groups, driving customer satisfaction, retention, growth, product adoption, and measurable value from software and data products. The role will build customer relationships, manage account health, develop renewal and growth plans, and collaborate cross-functionally to deliver strong customer outcomes.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• 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
• Strong customer focus
• 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 working with subscription-based data products and services (desirable)

Qualifications

Must Haves

• 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
• Strong customer focus
• 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 working with subscription-based data products and services (desirable)

Benefits

• Flexible work arrangements
• Opportunities for learning and development