Senior Manager, Customer Success Operations

Job Description:

JD Power is seeking a Senior Manager, Customer Success Operations to serve as the senior architect of our CS operational infrastructure and the operational engine behind our renewal and retention motion. This is a high-scope, high-accountability role for an experienced CS Ops leader who understands that NRR and GRR are not just relationship metrics — they are the product of well-designed workflows, enforced data standards, proactive playbook execution, and a technology stack configured to surface risk before it becomes churn.

This senior role focused on the Customer Success organization and the post-sale revenue motion. You will own the operational frameworks, renewal motion architecture, CS platform infrastructure, and data governance model that protect and grow existing ARR. You are the senior operational authority for CS process design, renewal governance, and KPI data readiness — the partner CS leadership rely on to ensure that post-sale operations are as rigorous, data-driven, and scalable as the pre-sale engine. You will work in close partnership with CS leadership to ensure that renewal playbooks, CS workflows, platform configuration, and KPI data infrastructure are not just defined — but operationalized, adopted, and continuously improved.  You own the operational mechanics that govern how CS teams identify risk, execute renewal plays, capture data, and drive expansion — and you own the readiness of the data infrastructure that feeds the organization’s most important retention and growth metrics.

This is the right role for a senior CS Ops professional who combines deep platform expertise (Gainsight, Totango, or equivalent), strategic process design capability, strong data governance instincts, and the leadership presence to drive cross-functional alignment across CS, Sales, RevOps, and Analytics.

This position has a starting salary range of USD $ 145,000 - 160,000 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.

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 tarecruitment@jdpa.com. 

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.