Job Description:
Title:
Customer Success Senior Director (Finance & Insurance)
Location:
United States (Remote) or Canada (Remote)
Reports To:
VP, Customer Success
This Role:
This role is responsible for maximizing customer value, retention, and growth through proactive partnership and structured tiered service delivery for their assigned customers.
The Senior Director – Customer Success is responsible for leading new customer success team within a defined industry vertical or product portfolio. This is a senior customer success leadership role focused on team performance, execution rigor, and talent development, with full accountability for team results.
This 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 Director/Senior Director partners closely with peers across Sales, Product, Customer Solutions, and Marketing to drive consistent revenue outcomes and long‑term customer value.
The Impact You Will Have in This Role:
As a Senior Director, you will directly influence the growth, predictability, and professionalism of the FSAAS customer success organization. Your leadership will shape how customer success managers prioritize renewals, develop and service customer relationships, manage their renewal pipeline, and engage customers. You will create clarity for your team, elevate renewals capability, and ensure JD Power shows up with consistency and credibility in the market.
What You’ll Be Doing in This Role:
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)
Company Mission
Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.
Our Values
We POWER Our Customer's Success
We are Innovative, Collaborative and Grounded in Data
We Make Things Easy
We Get It Done
We Start with Trust & Prove it Everyday
JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Should you require accommodations during the recruitment and selection process, please reach out to [email protected].
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