Senior Manager, Customer Success Operations

Job Summary

JD Power is seeking a Senior Manager, Customer Success Operations to serve as the senior architect of our CS operational infrastructure and the operational engine behind our renewal and retention motion. This high‑scope, high‑accountability role focuses on the Customer Success organization and the post‑sale revenue motion. The incumbent will own the operational frameworks, renewal motion architecture, CS platform infrastructure, and data governance model that protect and grow existing ARR.

The senior operational authority for CS process design, renewal governance, and KPI data readiness will partner with CS leadership to ensure renewal playbooks, CS workflows, platform configuration, and KPI data infrastructure are operationalized, adopted, and continuously improved.

• Own operational frameworks, renewal motion architecture, CS platform infrastructure, and data governance model to protect and grow existing ARR.
• Serve as senior operational authority for CS process design, renewal governance, and KPI data readiness.
• Partner with CS leadership to operationalize, adopt, and continuously improve renewal playbooks, CS workflows, platform configuration, and KPI data infrastructure.
• Own operational mechanics governing how CS teams identify risk, execute renewal plays, capture data, and drive expansion.
• Ensure the readiness of the data infrastructure that feeds the organization’s most important retention and growth metrics.

• Experienced CS Ops leader with deep platform expertise (Gainsight, Totango, or equivalent).
• Strategic process design capability and strong data governance instincts.
• Leadership presence to drive cross‑functional alignment across CS, Sales, Rev Ops, and Analytics.
• Strong understanding of NRR and GRR as the product of well‑designed workflows, enforced data standards, proactive playbook execution, and a technology stack configured to surface risk before it becomes churn.

Starting salary range of USD $145,000 – $160,000 per year.

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. If you require accommodations during the recruitment and selection process, please reach out to