[Remote] Senior Director - Customer Success, Finance & Insurance

Note: The job is a remote job and is open to candidates in USA. JD Power is a company focused on powering auto-related decisions through data and analytics. They are seeking a Senior Director of Customer Success to maximize customer value and retention while leading a new customer success team within the finance and insurance sector.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• 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 Overview