Customer Success Manager

About the role

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.

Location: Remote. Reports to: Director Customer Success.

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.

Responsibilities

Customer Partnership & Advocacy

• 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.

Retention, Growth, and Value Realization

• 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.

Operational Excellence & Process Improvement

• 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