Job Description:

Title: Customer Success Senior Director (Auto Adjacent Solutions)

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 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)

This position has a starting salary range of $145,000 - $170,000 CAD 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, qualifications, experience, performance, business or organizational needs, and geographic location.