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 focused on customer success.
- Benefits: Competitive salary, flexible working options, and opportunities for growth.
- Other info: Dynamic team environment with a focus on innovation and collaboration.
- Why this job: Make a real difference by helping customers achieve their goals and drive success.
- Qualifications: Experience in customer success or account management, with strong communication skills.
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 employer: JD Power
At JD Power, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our Customer Success Partners play a crucial role in driving customer satisfaction and growth, supported by comprehensive training and development opportunities to enhance their skills. Located in a vibrant environment, we provide our employees with the chance to make a meaningful impact while enjoying a diverse and inclusive workplace that values every individual's contribution.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Partner
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at events. Ask them about their experiences and get the inside scoop on what it’s really like to work as a Customer Success Partner with us.
✨Tip Number 2
Prepare for those interviews! Research our company values and think about how your skills align with our mission. Be ready to share specific examples of how you’ve driven customer success in the past.
✨Tip Number 3
Show off your analytical side! Be prepared to discuss how you’ve used data to drive decisions in previous roles. We love candidates who can translate numbers into actionable insights for customers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you note expressing your enthusiasm for the role. It’s a great way to stand out and show that you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Success Partner
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Partner role. Highlight your experience in customer success, account management, or partnerships, and show how your skills align with our mission at StudySmarter.
Showcase Your Language Skills:Since we’re looking for candidates with German and English language skills, don’t forget to mention your proficiency in both languages. This is key for building relationships with our diverse customer base!
Demonstrate Your Analytical Mindset:We love candidates who can interpret data and drive action. Include examples of how you've used metrics like NPS or adoption rates to improve customer outcomes in your previous roles.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your enthusiasm and fit for the role!
How to prepare for a job interview at JD Power
✨Know Your Customer Success Basics
Before the interview, brush up on your understanding of customer success principles. Be ready to discuss how you can advocate for customers and ensure they achieve measurable value from products and services. Familiarise yourself with common metrics like NPS and GRR, as these will likely come up.
✨Showcase Your Relationship-Building Skills
Prepare examples that highlight your ability to build strong relationships with stakeholders. Think about times when you successfully managed accounts or resolved conflicts. This role is all about collaboration, so demonstrating your interpersonal skills will be key.
✨Be Data-Driven
Since the role involves interpreting data to drive customer outcomes, come prepared with examples of how you've used data in past roles. Discuss specific metrics you've monitored and how they influenced your strategies for customer engagement and retention.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think through potential challenges a Customer Success Partner might face, such as a customer at risk of downsell, and prepare your approach to resolving these issues effectively.
