Customer Success Manager

• Lead and scale a world-class Customer Success organization that supports JD Power Europe’s full portfolio of products, services and customers.
• Design and implement a Customer Success strategy that delivers measurable impact on retention, product adoption, and customer health, enabling long-term value realization.
• Build and lead a high-performing Customer Success team accountable for proactive and personal engagement, renewal success, and recovery of at-risk accounts.
• Own the Gross Retention Rate (GRR) and downsells improvement metrics across the customer base.
• Establish structured customer mapping and segmentation to identify value gaps, renewal risk, and growth potential across key segments.
• Establish a first rate service organisation to handle transactional queries and issues with a focus on prompt and high-quality issue resolution and exceptional customer service.
• Partner with Sales to co-develop account growth plans that identify and convert cross-sell and upsell opportunities.
• Drive adoption of Customer Health Scoring models to prioritise interventions and improve forecasting accuracy for retention and expansion.
• Collaborate with Product and Marketing to close the feedback loop on customer needs, product performance, and churn drivers.
• Implement standardised Success Plans and Executive Business Reviews (EBRs) to deepen strategic relationships with enterprise customers.
• Introduce playbooks for downsells prevention and reversal , including ROI storytelling, value reinforcement, and contract optimisation.
• Create dashboards and KPIs that track retention, renewal, expansion pipeline, and customer sentiment.
• Coach the CS team to move from reactive support to proactive value partnership , driving tangible customer outcomes.
• Champion the voice of the customer across the business, influencing product roadmap and service quality.
• Collaborate with Finance to forecast revenue at risk and quantify impact of CS initiatives on overall ARR stability and growth.
• Drive consistent and thorough CRM usage across the team to ensure visibility of customer interaction activity for continuity, pipeline reporting, efficient cross-functional collaboration and conversion of leads.
• Represent JD Power at industry events, customer forums, and executive briefings to reinforce our brand and deepen relationships.

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