Customer Success Manager

JD Power•Troy, MI

16d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

Serve as the primary point-of-contact 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.
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.