Chrome Customer Success Analyst

Job Description:

Title: Chrome Customer Success Analyst

Location: Remote – USA

Reports to: Director, Customer Success - Chrome

The Role:    As a Customer Success Analyst, you are responsible for the analysis and execution of renewals for Chrome’s SMB (small-and-medium business) customers. You will ensure each customer achieves measurable revenue growth from our products, data, and services, leading to retention and growth of their account with us.

You’ll build strong relationships with our internal Chrome Customer Success and Sales teams. You’ll monitor account health and customer usage, identify client risks, and collaborate to deliver an exceptional customer experience and strong retention.

This role contributes directly to the achievement of J.D. Power sales growth by playing a critical role in the contract renewal process through strong client relationships and ongoing business partnerships. The successful candidate will have a combination of interpersonal skills, strategic thinking, and business acumen.

You will tailor your engagement to the customer’s tier and unique product characteristics, providing high-touch, strategic partnership for enterprise-level accounts and scalable best-practice guidance for mid-tier or volume customers.

The Impact You Will Have in This Role:   In this role, you will have a direct impact on customer retention, revenue growth, and overall business performance by helping SMB customers maximize the value of Chrome’s products, data, and services. Through proactive account analysis, strategic renewal management, and strong cross-functional partnership with Customer Success and Sales teams, you will identify opportunities, mitigate risks, and strengthen customer relationships. Your ability to deliver tailored engagement and trusted guidance will help customers achieve measurable business outcomes while driving renewals, long-term loyalty, and sales growth for J.D. Power .
What You’ll Be Doing in This Role:
Customer Partnership & Advocacy

-
Serve as the primary point-of-contract and advocate for your assigned customer portfolio, ensuring alignment between customer objectives and our solutions.

-
Develop strategies to retain existing customers and prevent churn.

-
Collaborate with customers to renew contract terms, pricing, and any modifications to align with their current needs.

-
Engage with customers on renewals based on defined segmentation, tiering strategy, and account playbooks.

-
Partner with internal Sales, Legal and Finance to facilitate customer renewal processes

Retention, Growth, and Value Realization

-
Retain existing customers through strong engagement and making sure accounts successfully renew their subscriptions.

-
Proactively monitor customer product usage, particularly after implementation, to identify risks and opportunities for account growth. Generate reports on account performance and impact of Chrome solutions on customer’s businesses.

-
Support the reversal of potential downsells through early risk identification and proactive engagement.

-
Over time, identify opportunities for upselling additional Chrome products or features to existing customers.

Operational Excellence & Process Improvement

-
Execute annual customer renewals in partnership with Customer Success Director and assigned customers.

-
Execute renewals in accordance with timing requirements.

-
Analyze renewals based on customer product usage patterns.

-
Support in development of process automation

-
Maintain accurate and up-to-date customer records, success plans, and risk indicators within our CRM’s.

Collaboration & Enablement

-
Partner with the Customer Success Director to provide feedback that shapes renewals, success playbooks, and process automation.

-
Contribute to team enablement, sharing insights and process improvements.

Qualifications of this Role:

-
2-4 years of experience analyzing customer data and usage patterns to identify trends and insig