Customer Success Partner Required in London - London

Customer Success Partner Required in London

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.

Responsibilities

The primary responsibilities of this role are:

Customer Partnership & Advocacy

Serve as the primary liaison and advocate for your assigned customer portfolio, ensuring alignment between customer objectives and our solutions.
Engage with customers based on defined segmentation and tiering strategy.
Act as a strategic advisor—translating customer business goals into actionable success plans and measurable outcomes.
Conduct Quarterly or Executive Business Reviews (QBRs/EBRs) with customers to review performance, adoption, ROI, and future opportunities.
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

Help retain existing customers by staying engaged with them and making sure accounts renew their subscriptions with us successfully.
Proactively monitor customer usage, order volume, and adoption metrics to identify risks and opportunities for account growth.
Develop and execute renewal and growth plans, in partnership with Sales, to drive Net Revenue Retention (NRR) across your accounts.
Identify and communicate ROI stories and value outcomes to reinforce the customer’s strategic partnership with J.D.Power.
Support the reversal of potential downsells through early risk identification and proactive engagement.

Operational Excellence & Process Improvement

Partner cross-functionally to resolve customer issues quickly, ensuring consistent, high-quality service delivery.
Identify and share best practices to improve internal processes and enhance customer experience.
Ensure smooth onboarding for top tier and high-potential customers in collaboration with the Implementation team.
Maintain accurate and up-to-date customer records, success plans, and risk indicators within Salesforce.

Collaboration & Enablement

Partner with the Customer Success Director to provide feedback that shapes success playbooks and health scoring.
Contribute to team enablement, sharing insights, case studies, and process improvements.
Collaborate globally when managing multi-region customers to ensure a unified experience and consistent delivery.

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