Customer Success Partner - German Speaking

Job Description:

We are hiring two Customer Success Partner positions, both requiring candidates with German and English language skills.

The Role

As a Customer Success Partner (CSP), you are the strategic advocate and trusted advisor for a defined portfolio of customers. You will ensure each customer achieves measurable value from our products, data, and services, leading to satisfaction, retention, and growth of their account- with us.

You'll build deep relationships with key stakeholders, proactively manage account health, and collaborate across Sales, Implementation, Operations, and Product to deliver an exceptional customer experience.

The CSP plays a pivotal role in driving customer outcomes, retention, and expansion. You will tailor your engagement to the customer's tier and complexity, providing high-touch, strategic partnership for enterprise-level accounts and scalable best-practice guidance for mid-tier or volume customers.

What You'll Be Doing in This Role:

The primary responsibilities of this role are:

Customer Partnership & Advocacy

• Serve as the primary liaison and advocate for your assigned customer portfolio, ensuring alignment between customer objectives and our solutions.
• Engage with customers based on defined segmentation and tiering strategy.
• Act as a strategic advisor-translating customer business goals into actionable success plans and measurable outcomes.
• Conduct Quarterly or Executive Business Reviews (QBRs/EBRs) with customers to review performance, adoption, ROI, and future opportunities.
• Represent the Voice of the Customer (VoC) internally, escalating critical feedback and driving continuous improvement in collaboration with Operations, Product, and Compliance.

Retention, Growth, and Value Realization

• Help retain existing customers by staying engaged with them and making sure accounts renew their subscriptions with us successfully.
• Proactively monitor customer usage, order volume, and adoption metrics to identify risks and opportunities for account growth.
• Develop and execute renewal and growth plans, in partnership with Sales, to drive Net Revenue Retention (NRR) across your accounts.
• Identify and communicate ROI stories and value outcomes to reinforce the customer's strategic partnership with J.D.Power.
• Support the reversal of potential downsells through early risk identification and proactive engagement.

Operational Excellence & Process Improvement

• Partner cross-functionally to resolve customer issues quickly, ensuring consistent, high-quality service delivery.
• Identify and share best practices to improve internal processes and enhance customer experience.
• Ensure smooth onboarding for top tier and high-potential customers in collaboration with the Implementation team.
• Maintain accurate and up-to-date customer records, success plans, and risk indicators within Salesforce.

Collaboration & Enablement

• Partner with the Customer Success Director to provide feedback that shapes success playbooks and health scoring.
• Contribute to team enablement, sharing insights, case studies, and process improvements.
• Collaborate globally when managing multi-region customers to ensure a unified experience and consistent delivery.

What we're looking for:

We are looking for a Customer Success professional with proven experience in Customer Success, Account Management, or Customer Partnership roles, ideally within a B2B environment. The ideal candidate will have strong commercial acumen, with the ability to understand customer needs, forecast renewals, and identify growth levers. Excellent relationship-building, communication, and stakeholder management skills are essential, including confidence in partnering with senior decision-makers. You should have an analytical mindset, able to interpret data such as usage, adoption, NPS, and health scores to drive action and inform decision-making. A demonstrated ability to solve problems, navigate ambiguity, and influence cross-functional teams is crucial. Experience working with subscription-based data products and services is desirable, as is experience managing global or enterprise-level accounts. The successful candidate will also have a proven ability to develop account strategies, renewal roadmaps, and customer expansion frameworks.

Metrics & Measures of Success

• Gross Retention Rate (GRR) % (target improvement year on year)
• Downsell recovery rate
• Expansion pipeline contribution
• Net Revenue Retention % (shared with Sales)
• Product adoption and usage metrics
• Customer satisfaction (NPS) and engagement score improvements
• Quality of QBRs / Success Plans and timely completion
• Escalation resolution time and issue recurrence reduction

What Success Looks Like

• You are recognised by customers as a trusted advisor who helps them achieve measurable hiring and operational goals.
• You drive high retention and expansion rates through proactive, consultative engagement.
• You continuously identify opportunities to improve customer experience and internal efficiency and collaborate productively and effectively with the Sales, Marketing and Customer Solutions teams.

The position reports directly to the Customer Success Director.

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 [email protected].

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.