Senior Director Customer Success, Auto Adjacent Solutions

Job Description:

Title: Customer Success Senior Director (Auto Adjacent Solutions)

Location:United States (Remote)or Canada (Remote)

Reports To: VP Customer Success

This Role:

This role is responsiblefor maximizingcustomervalueretentionand growththroughproactivepartnershipandstructuredtieredservicedelivery for their assigned customers.

The Senior Director Customer Success is responsible for leading new customer success team within a defined industry vertical or product portfolio. This is a senior customer success leadership role focused on team performance execution rigor and talent development with full accountability for team results.

This role requires a highly effective people leader who can coordinate complex renewal and servicing activities coach at scale and ensure disciplined execution across a diverse group of customer success managers. The Senior Director partners closely with peers across Sales Product Customer Solutions and Marketing to drive consistent revenue outcomes and longterm customer value.

The Impact You Will Have in This Role:

As a Senior Director you will directly influence the growth predictability and professionalism of the FSAAS customer success organization. Your leadership will shape how customer success managers prioritize renewals develop and service customer relationships manage their renewal pipeline and engage customers. You will create clarity for your team elevate renewals capability and ensure JD Power shows up with consistency and credibility in the market.

What Youll Be Doing in This Role:

Sales Leadership & Team Performance

• 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.

Sales Management & Coaching

• Lead coach and develop team members across experience levels.
• Establish consistent expectations for renewals process adherence account planning and customer servicing/account management.
• Provide handson coaching for complex renewals strategic accounts and highimpact negotiations.
• Build management capability across your leadership bench and prepare future leaders.

Operating Rhythm & Coordination

• 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 systemlevel blockers and partner crossfunctionally to resolve them.

Enterprise & Executive Engagement

• Serve as an escalation point and executive presence for strategic deals and customer issues.
• Participate in highvalue customer meetings and executive briefings.
• Reinforce JD Powers value proposition and partnership mindset with senior customer stakeholders.

Metrics & Measures of Success:

• 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.

Qualifications

• Bachelors Degree Masters degree preferred
• 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 advisorybased businesses.
• Executive presence and strong crossfunctional leadership capability.
• Experience with Salesforce (or equivalent) CRM platform(s)

This position has a starting salary range of $145000 - $170000 CAD per year. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employees 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.

Company Mission

Our mission in the market we serve is clear. To power every auto-related decision through proprietary data advanced analytics deep industry expertise and seamless workflows that connect insight to action.

Our Values

We POWER Our Customers Success

We are Innovative Collaborative and Grounded in Data

We Make Things Easy

We Get It Done

We Start with Trust & Prove it Everyday

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.

Should you require accommodations during the recruitment and selection process please reach out

JD Power does not disclose your personal data to unauthorized third parties. However as a global corporation consisting of multiple affiliated companiesin 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 Powers behalf. You agree to the fact that to the extent necessary yourpersonal 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 Powers behalf including also transfers to servers and databases outside the country where you provided JD Powerwith 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 clickinghere.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

Required Experience:

Exec

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 145000 - 170000