Customer Success Partner
Job Description:
We are hiring two Customer Success Partner positions, both requiring candidates with German and English language skills.
The Role
As a Customer Success Partner (CSP), you are the strategic advocate and trusted advisor for a defined portfolio of customers. You will ensure each customer achieves measurable value from our products, data, and services, leading to satisfaction, retention, and growth of their account- with us.
You’ll build deep relationships with key stakeholders, proactively manage account health, and collaborate across Sales, Implementation, Operations, and Product to deliver an exceptional customer experience.
The CSP plays a pivotal role in driving customer outcomes, retention, and expansion. You will tailor your engagement to the customer’s tier and complexity, providing high-touch, strategic partnership for enterprise-level accounts and scalable best-practice guidance for mid-tier or volume customers.
What You’ll Be Doing in This Role:
The primary responsibilities of this role are:
Customer Partnership & Advocacy
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Serve as the primary liaison and advocate for your assigned customer portfolio, ensuring alignment between customer objectives and our solutions.
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Engage with customers based on defined segmentation and tiering strategy.
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Act as a strategic advisor—translating customer business goals into actionable success plans and measurable outcomes.
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Conduct Quarterly or Executive Business Reviews (QBRs/EBRs) with customers to review performance, adoption, ROI, and future opportunities.
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Represent the Voice of the Customer (VoC) internally, escalating critical feedback and driving continuous improvement in collaboration with Operations, Product, and Compliance.
Retention, Growth, and Value Realization
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Help retain existing customers by staying engaged with them and making sure accounts renew their subscriptions with us successfully.
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Proactively monitor customer usage, order volume, and adoption metrics to identify risks and opportunities for account growth.
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Develop and execute renewal and growth plans, in partnership with Sales, to drive Net Revenue Retention (NRR) across your accounts.
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Identify and communicate ROI stories and value outcomes to reinforce the customer’s strategic partnership with J.D.Power.
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Support the reversal of potential downsells through early risk identification and proactive engagement.
Operational Excellence & Process Improvement
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Partner cross-functionally to resolve customer issues quickly, ensuring consistent, high-quality service delivery.
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Identify and share best practices to improve internal processes and enhance customer experience.
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Ensure smooth onboarding for top tier and high-potential customers in collaboration with the Implementation team.
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Maintain accurate and up-to-date customer records, success plans, and risk indicators within Salesforce.
Collaboration & Enablement
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Partner with the Customer Success Director to provide feedback that shapes success playbooks and health scoring.
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Contribute to team enablement, sharing insights, case studies, and process improvements.
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Collaborate globally when managing multi-region customers to ensure a unified experience and consistent delivery.
What we’re looking for:
We are looking for a Customer Success professional with proven experience in Customer Success, Account Management, or Customer Partnership roles, ideally within a B2B environment. The ideal candidate will have strong commercial acumen, with the ability to understand customer needs, forecast renewals, and identify growth levers. Excellent relationship-building, communication, and stakeholder management skills are essential, including confidence in partnering with senior decision-makers. You should have an analytical mindset, able to interpret data such as usage, adoption, NPS, and health scores to drive action and inform decision-making. A demonstrated ability to solve problems, navigate