Director, Customer Success - Digital Retail

Job Description:

Title:                Director, Customer Success - Digital Retail          

Location:        Remote – USA

Reports to:     Sr. Director, Customer Success - Dealer

The Role:   The Director, Digital Retail Customer Success is responsible for executing the Customer Success strategy across the direct-to-dealer customer segment for our 700 Digital Retail dealer customers. This senior role ensures retailers achieve measurable business outcomes (sales, traffic, gross profit) and long-term value from our Digital Retail solutions, driving retention, expansion, and advocacy. The role partners closely with Sales, Professional Services, Customer Solutions, and our Customer Success team across the customer lifecycle—from pre-sale technical validation, from implementation, to ongoing adoption and growth. The Director serves as a key voice for customers within the organization and drives initiatives to enhance customer experience and usage, operational excellence, and long-term revenue growth.

The Impact You Will Have in This Role:  In this role, the Director, Digital Retail Customer Success will have a significant impact on customer growth, retention, and long-term business success by ensuring our 700 Digital Retail dealer customers realize measurable value from our solutions. Through strategic leadership, cross-functional collaboration, and a strong customer-centric approach, this individual will drive adoption, improve customer outcomes such as sales, traffic, and profitability, and strengthen customer advocacy. By serving as a key voice of the customer and championing operational excellence, the Director will help enhance the overall customer experience while contributing to sustainable revenue growth and market success.

What You’ll Be Doing in This Role: 

Strategic Leadership & Organization Development

• Help define the Customer Success strategy, frameworks, and processes to maximize retention, adoption, and expansion for Digital Retail dealer customers.
• Establish metrics and KPIs for customer health, engagement, and financial outcomes (e.g., GRR, NRR, expansion).  These may include lead generation, sales, gross profit based on dealer metrics and internal JD Power/Darwin metrics
• Foster a culture of customer-centricity, operational discipline, and data-driven decision-making.
• Build executive relationships across dealer organizations to champion Digital Retail and act as a trusted advisor at the leadership level.

Customer Advocacy & Outcomes

• Deliver measurable business outcomes, including adoption, lead generation, sales, ROI, and gross profit for participating dealers.  Understand key metrics for individual dealers and align engagements accordingly.
• Serve as the Voice of the Customer internally, providing strategic insights to Product and Customer Solutions.
• Lead Executive Business Reviews (EBRs) and QBRs (or similar) for Dealer Groups.

Cross-Functional Partnership & Swim Lane Governance

• Customer Solutions (CS): Partner on pre-sale technical validation, pilots, and proofs of value; ensure smooth technical handoff to Customer Success post-sale.
• Professional Services (PS): Collaborate to ensure seamless onboarding, adoption enablement and training, and delivery of value during implementation.

Retention, Growth, and Expansion

• Own the strategic client impact on Gross Retention Rate (GRR), Net Revenue Retention (NRR), and expansion revenue for Digital Retail products.
• Identify at-risk accounts and proactively intervene to prevent downsell or churn.
• Partner with Sales to identify expansion opportunities and support account growth strategies.
• Use insights from adoption, usage, and performance metrics to shape renewal and expansion strategies.

Operational Excellence & Continuous Improvement

• Support adoption of standardized processes, tools, and reporting for the Customer Success organization.
• Measure account health, risk, and opportunity.
• Establish realistic dealership KPI’s for Digital Retail that JDP can measure

People Leadership

• Support a high-performance, customer-focused culture across the Customer Success team

Qualifications of this Role:

• Bachelor’s degree preferred, not required
• 7-10 years of Digital dealership management experience with a strong Digital background
• 7+ years of progressive experience in Customer Success, Account Management, or Customer-Facing Leadership roles.
• 5+ years of experience leading high-performing Customer Success teams.
• Proven track record of driving retention, expansion, and adoption for enterprise B2B clients.
• Strong understanding of technology-enabled solutions, platforms, or SaaS products.
• Excellent executive presence, communication, and relationship management skills.
• Strong analytical skills with the ability to interpret usage, adoption, and financial metrics to inform strategy.

The Hiring Manager says: This is a highly visible leadership role that directly impacts customer retention, growth, and long-term business success across our Digital Retail customer base. The successful candidate will be a strategic customer advocate who partners across teams to drive adoption, engagement, and measurable outcomes for our dealer customers, ultimately improving sales, traffic, and profitability. Success in this role will be reflected through improvements in Gross Retention Rate (GRR) and Net Revenue Retention (NRR), expansion revenue growth, increased product usage and engagement, higher customer satisfaction scores, and the delivery of high-quality, value-driven business reviews and success plans that strengthen customer relationships and drive continued growth.

This position has a starting salary range of $104,000 – $110,000/USD per year. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

Company Mission

Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.

Our Values

We POWER Our Customer's Success

We are Innovative, Collaborative and Grounded in Data

We Make Things Easy

We Get It Done

We Start with Trust & Prove it Everyday

JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. 

Should you require accommodations during the recruitment and selection process, please reach out to [email protected]. 

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.