Senior Manager, Customer Success Operations

About this role

Job Description
JD Power is seeking a Senior Manager, Customer Success Operations to serve as the senior architect of our CS operational infrastructure and the operational engine behind our renewal and retention motion. This is a high-scope, high-accountability role for an experienced CS Ops leader who understands that NRR and GRR are not just relationship metrics — they are the product of well-designed workflows, enforced data standards, proactive playbook execution, and a technology stack configured to surface risk before it becomes churn.


This senior role focused on the Customer Success organization and the post-sale revenue motion. You will own the operational frameworks, renewal motion architecture, CS platform infrastructure, and data governance model that protect and grow existing ARR. You are the senior operational authority for CS process design, renewal governance, and KPI data readiness — the partner CS leadership rely on to ensure that post-sale operations are as rigorous, data-driven, and scalable as the pre-sale engine. You will work in close partnership with CS leadership to ensure that renewal playbooks, CS workflows, platform configuration, and KPI data infrastructure are not just defined — but operationalized, adopted, and continuously improved. You own the operational mechanics that govern how CS teams identify risk, execute renewal plays, capture data, and drive expansion — and you own the readiness of the data infrastructure that feeds the organization’s most important retention and growth metrics.


This is the right role for a senior CS Ops professional who combines deep platform expertise (Gainsight, Totango, or equivalent), strategic process design capability, strong data governance instincts, and the leadership presence to drive cross-functional alignment across CS, Sales, RevOps, and Analytics.


This position has a starting salary range of USD $ 145,000 - 160,000 per year. This is the range we reasonably and in good fait...