Customer Success Leader, Europe

Job Description:

Title: Customer Success Leader, Europe

Location: Remote – Europe (this role can be based in any European country where we have an existing
employing entity)

Reports to:     President, Europe

The Role:

We're seeking a dynamic and strategic commercial leader to serve as Customer Success Leader for our European business.  This role will orchestrate lasting customer relationships built on trust, leveraging all opportunities to maximize customer value, driving strong retention, and supporting account growth.  You will delight in delivering exceptional customer experiences and tangible commercial outputs.  You'll lead a high-performing team that ensures our customers realize and maximize the value of JD Power's data, insights, and solutions.  You will be an ambassador for collaboration, leveraging strong internal alliances across both commercial and operational functions, with Sales, Marketing and Customer Solutions being key partnerships for success.

The Impact You Will Have in This Role:

As Customer Success Leader for Europe, your team will be the primary custodians of our customer relationships, and you will be accountable for driving strong Gross Retention and first-rate customer satisfaction.  You will build and maintain efficient mechanisms and capability for handling customer queries, sharing leads for upsell and cross-sell with the sales teams, and feeding back customer product needs to appropriate peers.  You will develop and implement optimal touchpoints throughout the customer journey to drive retention and growth.  Your leadership will help power our customers' success and reinforce JD Power's reputation as a trusted advisor across industries and geographies. 

What You'll Be Doing in This Role:

• 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.

Qualifications of this Role:

• 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.

The Hiring Manager says: 

We're looking for a leader who puts the customer experience at the heart of the organization.  Someone who can anticipate customer needs, optimize touchpoints and provide purposeful collaboration and service with tangible commercial outcomes. This role is about more than satisfaction —it's about building lasting partnerships that power our customers' success and fuel JD Power's growth. If you're energized by helping customers win and leading teams that deliver excellence, this is your next big move. 

Our Values
We POWER Our Customer's Success
We are Innovative, Collaborative and Grounded and in Data

We Make Things Easy

We Get It Done
We Start with Trust & Prove it Everyday

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.

If you require reasonable adjustments or accommodations during the recruitment and selection process, please contact us at

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.  

J.D. Power does not disclose your personal data to unauthorised third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. 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 J.D. Power group of companies as well as to third parties acting on J.D. Power's behalf, including also transfers to servers and databases outside the country where you provided J.D. 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.