Customer Success Leader

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November 17

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Autovista Group

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At Autovista Group, we provide pricing and specification intelligence for Europe’s automotive decision-makers.

501 - 1000 employees

📋 Description

• Lead and scale a world-class Customer Success organization that supports JD Power Europe’s full portfolio of products, services and customers. • Design and implement a Customer Success strategy that delivers measurable impact on retention, product adoption, and customer health, enabling long-term value realization. • Build and lead a high-performing Customer Success team accountable for proactive and personal engagement, renewal success, and recovery of at-risk accounts. • Own the Gross Retention Rate (GRR) and downsells improvement metrics across the customer base. • Establish structured customer mapping and segmentation to identify value gaps, renewal risk, and growth potential across key segments. • Establish a first rate service organisation to handle transactional queries and issues with a focus on prompt and high-quality issue resolution and exceptional customer service. • Partner with Sales to co-develop account growth plans that identify and convert cross-sell and upsell opportunities. • Drive adoption of Customer Health Scoring models to prioritise interventions and improve forecasting accuracy for retention and expansion. • Collaborate with Product and Marketing to close the feedback loop on customer needs, product performance, and churn drivers. • Implement standardised Success Plans and Executive Business Reviews (EBRs) to deepen strategic relationships with enterprise customers. • Introduce playbooks for downsells prevention and reversal , including ROI storytelling, value reinforcement, and contract optimisation. • Create dashboards and KPIs that track retention, renewal, expansion pipeline, and customer sentiment. • Coach the CS team to move from reactive support to proactive value partnership , driving tangible customer outcomes. • Champion the voice of the customer across the business, influencing product roadmap and service quality. • Collaborate with Finance to forecast revenue at risk and quantify impact of CS initiatives on overall ARR stability and growth. • Drive consistent and thorough CRM usage across the team to ensure visibility of customer interaction activity for continuity, pipeline reporting, efficient cross-functional collaboration and conversion of leads. • Represent JD Power at industry events, customer forums, and executive briefings to reinforce our brand and deepen relationships.

🎯 Requirements

• Significant prior experience in leading, scaling and transforming sales, customer account management or customer experience functions in a multinational European B2B environment with subscription-based revenue streams. • Able to demonstrate a history of improving customer retention rates and protecting gross revenue. • Demonstrable ethos of strong collaboration with Sales, Product, Marketing, and Operations to ensure seamless customer onboarding, adoption, and renewal processes and drive customer-centric innovation. • Determination to develop a culture of innovation, collaboration, and accountability within the Customer Success team, enabling a motivating team environment with clear career development paths. • Track record of designing and implementing scalable processes, playbooks, account tiers and KPIs to drive consistent, efficient, high-quality customer experiences. • Experienced in applying customer health monitoring, risk mitigation, and renewal forecasting using CRM and customer intelligence tools. • Exceptional communication, presentation, influencing, relationship-building, and strategic problem-solving skills. • Willingness and ability to travel to meet with customers and support global teams, as needed. • Deep understanding of the automotive, financial services, or data analytics industries preferred.

🏖️ Benefits

• J.D. Power is committed to fostering an inclusive and diverse workplace. We welcome applications from all qualified individuals regardless of race, colour, ethnic or national origin, religion or belief, sex, gender identity or expression, sexual orientation, age, disability, or any other characteristic protected by applicable law.