Senior Director - Customer Success, Finance & Insurance

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 responsiblefor maximizingcustomervalue,retention,and growththroughproactivepartnershipandstructuredtieredservicedelivery 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 longterm 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 handson coaching for complex renewals, strategic accounts, and highimpact 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 systemlevel blockers and partner crossfunctionally to resolve them.

Enterprise & Executive Engagement

• Serve as an escalation point and executive presence for strategic deals and customer issues.

• Participate in highvalue 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 advisorybased businesses.

• Executive presence and strong crossfunctional 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 totarecruitment@jdpa.com.

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