Senior Director - Customer Success, Auto Adjacent Solutions

Job title: Senior Director - Customer Success, Auto Adjacent Solutions

About the Role Senior Director – Customer Success for Auto Adjacent Solutions will lead the customer success team within a defined industry vertical, driving customer value, retention, and revenue growth through proactive partnership and tiered service delivery. This senior leadership role emphasizes team performance, execution rigor, and talent development with full accountability for results. The role requires a strong people leader who can coordinate complex renewals, coach at scale, and collaborate with Sales, Product, Customer Solutions, and Marketing to drive consistent outcomes.

What You'll Do

• Own renewals bookings performance for your industry or product scope through effective team leadership.
• Translate customer success strategy into clear priorities, tiered servicing focus, and execution plans.
• Ensure disciplined pipeline management, deal hygiene, and forecast accuracy across the team.
• Review and inspect performance regularly, quickly addressing gaps and risks.
• Lead, coach, and develop team members across experience levels.
• Establish consistent expectations for renewals process adherence, account planning, and customer servicing/account management.
• Provide hands-on coaching for complex renewals, strategic accounts, and high-impact negotiations.
• Build management capability across your leadership bench and prepare future leaders.
• Orchestrate team activity across multiple segments, products, and customer types.
• Ensure effective coordination among customer success managers, specialists, Customer Solutions, and product management.
• Drive adoption of enterprise customer success tools, methodologies, and operating cadences.
• Identify system-level blockers and partner cross-functionally to resolve them.
• Serve as an escalation point and executive presence for strategic deals and customer issues.
• Participate in high-value customer meetings and executive briefings.
• Reinforce JD Power’s value proposition and partnership mindset with senior customer stakeholders.

What We're Looking For

• Bachelor's Degree; Master's degree preferred.
• 7-10+ years of customer success experience with significant people leadership responsibility.
• Proven success managing and scaling complex B2B customer success teams.
• Strong coaching skills with the ability to influence without direct renewals responsibility.
• Experience in data, analytics, SaaS, research, or advisory-based businesses.
• Executive presence and strong cross-functional leadership capability.
• Experience with Salesforce (or equivalent) CRM platform(s).

Compensation & Benefits

• Salary: CAD 145,000 - 170,000 per year.
• This range is what the posting indicates; actual compensation may vary based on skills, education, experience, and location.