Senior Director - Customer Success, Auto Adjacent Solutions

United States (Remote)

About the Role

This role is responsible for maximizing customer value, retention, and growth through proactive partnership and structured tiered service delivery for assigned customers. The Senior Director – Customer Success leads a new customer success team within a defined industry vertical or product portfolio, focusing on team performance, execution rigor, and talent development. This senior leadership 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 long-term customer value.

Responsibilities

• 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 hands-on coaching for complex renewals, strategic accounts, and high-impact 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 system-level blockers and partner cross-functionally to resolve them.
• Enterprise & Executive Engagement
  • Serve as an escalation point and executive presence for strategic deals and customer issues.
  • Participate in high-value customer meetings and executive briefings.
  • Reinforce JD Power’s 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

• Bachelor’s Degree; Master’s 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 advisory-based businesses.
• Executive presence and strong cross-functional leadership capability.
• Experience with Salesforce (or equivalent) CRM platform(s).

Pay

This position has a starting salary range of $150,000 - $175,000 USD per year. The final pay within this range is determined by factors including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.