Remote Customer Success Renewal Analyst

J.D. Power; Troy (MI); Remote; USD 57,000 - 66,000; Full time

Job summary

JD Power seeks a Chrome Customer Success Analyst to drive renewals and growth for SMB customers remotely in the USA. You will partner with Sales, Legal, and Finance to renew terms, monitor usage, and mitigate churn while expanding product adoption across enterprise and mid-market accounts.

The role emphasizes data-driven decision making, strong communication, and a customer-centric approach, with a starting salary in the 56k–65k USD range, depending on experience and location.

Qualifications

• 2-4 years of experience analyzing customer data and usage patterns to identify trends and insights.
• Excellent communication and interpersonal skills that contribute to a strong team culture.
• Analytical skills with ability to interpret data (usage, adoption, pricing, health scores) to drive action and decision-making.
• Comfortable working with AI tools such as Microsoft Copilot
• Basic knowledge of Excel
• Knowledge of process automation helpful
• Ability to effectively manage priorities while maintaining a high level of customer focus
• Demonstrated problem-solving ability—comfortable navigating ambiguity and working in cross-functional teams.
• Knowledge of working with subscription-based data products and services (desirable)

Responsibilities

• Serve as the primary point-of-contact 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.
• Retain existing customers through strong engagement and ensuring renewals.
• Monitor product usage to identify risks and opportunities for account growth.
• Generate reports on account performance and impact of Chrome solutions on customer’s businesses.
• Support reversal of potential downsells through early risk identification and proactive engagement.
• Identify opportunities for upselling additional Chrome products or features.

Skills

Communication

Analytical skills

AI tools (Copilot)

Excel basics

Process automation

Prioritization

Problem solving

Subscription data

Tools

Microsoft Copilot

Job description

JD Power seeks a Chrome Customer Success Analyst to drive renewals and growth for SMB customers remotely in the USA. You will partner with Sales, Legal, and Finance to renew terms, monitor usage, and mitigate churn while expanding product adoption across enterprise and mid-market accounts.

The role emphasizes data-driven decision making, strong communication, and a customer-centric approach, with a starting salary in the 56k–65k USD range, depending on experience and location.