Senior Director – Customer Success, Auto Adjacent Solutions

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the renewals bookings performance for your specific industry or product area through effective leadership of your team.

• Convert the customer success strategy into well-defined priorities, tiered servicing focus, and actionable execution plans.

• Maintain disciplined management of the pipeline, ensure deal hygiene, and uphold forecast accuracy across the team.

• Regularly review and assess performance, promptly addressing any gaps and risks that arise.

• Lead, mentor, and develop team members with varying levels of experience.

• Set clear expectations for adherence to the renewals process, account planning, and customer servicing/account management.

• Provide direct coaching for complex renewals, strategic accounts, and high-stakes negotiations.

• Cultivate management capabilities within your leadership team and prepare future leaders for success.

• Coordinate team activities across various segments, products, and customer categories.

• Ensure efficient collaboration among customer success managers, specialists, Customer Solutions, and product management teams.

• Promote the adoption of enterprise customer success tools, methodologies, and operating rhythms.

• Identify systemic barriers and collaborate cross-functionally to resolve them.

• Act as an escalation point and executive presence for strategic deals and customer concerns.

• Engage in high-stakes customer meetings and executive briefings.

• Reinforce JD Power’s value proposition and foster a partnership mindset with senior customer stakeholders.

• Achieve targets for renewals bookings.

• Monitor gross retention, net retention, annual recurring revenue, customer health, and adoption metrics.

• Assess pipeline strength, renewal rates, and forecast accuracy.

• Ensure consistency and operational rigor in renewals execution.

• Focus on the development, retention, and readiness of customer success managers' talent.

• Facilitate effective collaboration across commercial and delivery teams.

⛳️ Requirements

• Bachelor’s Degree; a Master’s degree is preferred.

• 7-10+ years of experience in customer success with significant leadership responsibilities.

• Demonstrated success in managing and scaling complex B2B customer success teams.

• Strong coaching abilities with the capacity to influence without direct responsibility for renewals.

• Experience in data, analytics, SaaS, research, or advisory-based industries.

• Executive presence combined with strong cross-functional leadership skills.

• Familiarity with Salesforce (or equivalent) CRM platform(s).

🏝️ Benefits

• Comprehensive health insurance and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to promote work-life balance.

• Engaging company culture with team-building activities.

• Competitive compensation and performance-based bonuses.