Director, Customer Success - Digital Retail
About The Position
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. 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.
Requirements
- 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.
Nice To Haves
- Bachelor’s degree preferred, not required
Responsibilities
- 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.
- 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.
- Partner on pre-sale technical validation, pilots, and proofs of value; ensure smooth technical handoff to Customer Success post-sale.
- Collaborate to ensure seamless onboarding, adoption enablement and training, and delivery of value during implementation.
- 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.
- 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
- Support a high-performance, customer-focused culture across the Customer Success team
Benefits
- 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].
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
