Senior Director, Customer Success

JDPA LIMITED

Senior Director driving customer retention, adoption, and growth for J.D. Power’s automotive data and intelligence business.

Posted 8/7/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $108,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and client services, focusing on customer retention, satisfaction, and growth through structured service delivery and collaboration with sales and product teams. Proficient in implementing success plans and managing client communications to enhance relationships and drive revenue.

Highest-signal resume keywords

Account ManagementClient Services ExperienceSalesforce CRMPresentation SkillsContract Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementClient ServicesMarket Research ProcessContract ManagementCustomer Retention Strategies

Soft Skills

Relationship BuildingAttention to DetailOrganizational SkillsPublic Speaking

Tools & Technologies

SalesforceCRM Platforms

Industry Keywords

Financial ServicesInsuranceCustomer SolutionsQuarterly Business ReviewsClient Communication

About the role

Key responsibilities & impact

Maximize customer value, retention, and growth through proactive partnership and structured tiered service delivery
Drive customer retention, adoption, and satisfaction through a tiered service model
Own Gross Retention and client health; share expansion and Net Revenue Retention with Sales
Partner with Sales and Product to co-develop account growth plans and identify cross-sell and upsell opportunities
Implement standardized Success Plans and Quarterly Business Reviews (QBRs)
Use playbooks for downsell prevention and reversal, including ROI storytelling and value reinforcement
Collaborate with Customer Solutions on onboarding and implementation handoffs
Deliver efficient support focused on high-quality, first-time issue resolution
Champion the voice of the customer and close feedback loops with Customer Solutions, Sales, Marketing, and other departments
Maintain knowledge of the assigned industry and awareness of market trends
Map J.D. Power products and services to client needs to grow revenues and strengthen relationships
Work with Sales and Customer Solutions to leverage resources required to maintain successful client relationships
Manage daily client communication and respond promptly to client needs
Provide timely updates for all J.D. Power products and services
Field client questions and gather information to provide requested information
Help lead collaborative efforts across FSAAS to improve processes and communicate client pain points, suggestions, and questions

Requirements

What you’ll need

Bachelor’s Degree
5–7 years of account management or client services experience
Experience in Financial Services and Insurance industries or other related verticals
Superior ability to build rapport and relationships
Strong presentation and public speaking skills
Knowledge of market research process
Strong ability to work with internal and external customers
Strong attention to detail and organizational skills
Experience with Salesforce or an equivalent CRM platform
Experience with all facets of contract management

Benefits

Comp & perks

Accommodation during the recruitment and selection process
Diverse and inclusive workplace