At a Glance
- Tasks: Be the go-to person for customers, ensuring they get the most out of our products.
- Company: Join a leading data analytics company that values innovation and collaboration.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on continuous improvement and customer satisfaction.
- Why this job: Make a real difference by helping customers succeed and grow with us.
- Qualifications: Fluent in German and English, with experience in customer success or account management.
The predicted salary is between 40000 - 50000 £ per year.
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:
- 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
Customer Success Partner - German Speaking employer: Autovista
At JD Power, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Customer Success Partner in our dynamic team, you will benefit from comprehensive professional development opportunities, a commitment to diversity, and the chance to make a meaningful impact on customer success while working in a vibrant location. Join us to be part of a mission-driven organisation that values your contributions and supports your growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Partner - German Speaking
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Autovista. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Autovista before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Partner - German Speaking
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Autovista:Your cover letter is your chance to shine! Tell us why you want to work at Autovista specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Autovista!
How to prepare for a job interview at Autovista
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
