Customer Success Manager

About this role

Job Description:
Title: Customer Success Manager
Location:Remote
Reports to: Director Customer Success
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.
The Impact You Will Have in This Role: 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.
What You’ll Be Doing in This Role:
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

• Identify and share best practices to improve internal processes and enhance customer experience.

• Support development and implementation of product playbooks across customer tiers

• Ensure smooth transition from Implementation to BAU for customers through interaction with the Implementation team and process

• Maintain accurate and up-to-date customer records, success plans, and risk indicators within our CRM’s.

Collaboration & Enablement

• Partner with the Customer Success Director to provide feedback that shapes success playbooks and health scoring.

• Contribute to team enablement, sharing insights, case studies, and process improvements.

• Collaborate globally when managing multi-region customers to ensure a unified experience and consistent delivery.

Qualifications of this Role:

• Minimum three years of F&I or Sales Management dealership experience

• Alternative is five years of related automotive vendor experience in automotive finance.

• Excellent relationship-building, communication, and interpersonal skills, including confidence partnering with senior decision-makers.

• Analytical mindset with ability to interpret data (usage, adoption, NPS, health scores) to drive action and decision-making.

• Demonstrated problem-solving ability—comfortable navigating ambiguity and influencing cross-functional teams.

• Knowledge of working with subscription-based data products and services (desirable)

• Strong customer focus

The Hiring Manager says: This role is about becoming a trusted advisor to our customers and helping them achieve meaningful sales and profitability goals through our solutions. Success comes from building strong relationships, proactively engaging customers to drive retention and growth, and identifying opportunities to enhance both the customer experience and internal processes. The individual in this role will work closely with Sales, Marketing, and Customer Solutions to deliver exceptional customer outcomes while contributing to the continued growth and success of the business.
This position has a starting salary range of $56,500 - $74,500 USD per year. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education,…