Digital Customer Success Transformation Architect

ISU Research Park; Johnston (IA); On-site; USD 120,000 - 180,000; Full time

Job summary

John Deere in Johnston, IA seeks a Customer Tech Implementation Lead to own the Digital Customer Success operating model, guiding customers from digital connection to value realization and renewal. Lead the workstream, report outcomes to leadership, and coordinate cross-functional governance to drive measurable customer results.

The role emphasizes onboarding, utilization, retention, and renewals for premium digital products, with an initial focus on reducing churn and accelerating

Qualifications

• Bachelor’s degree or equivalent work experience in a relevant field.
• Strong ability to talk shop with customers and understand their operations.
• Experience applying customer success practices such as onboarding, health scoring, playbooks, and advocacy.
• Leadership and collaboration across teams without direct authority.

Responsibilities

• Own the Digital Customer Success workstream within the Customer Tech Implementation strategy to operationalize capabilities, report outcomes to leadership, manage governance forums and escalated risks.
• Benchmark customer success practices and translate them into a customer engagement framework and playbook library.
• Design and scale intelligence-led customer success plays (onboarding, enablement, community, targeted intervention).
• Provide day-to-day leadership for the Digital Customer Success team, onboarding new teammates, setting priorities, aligning resources and influencing peers.
• Drive onboarding, utilization, value realization, retention, and renewals for premium digital products; focus on reducing churn and time-to-value.
• Grow engagement across Deere’s digital ecosystem (Operations Center Web, Equipment Mobile, JD, and the AI-powered assistant).
• Close gaps between insights and action, driving setup, connectivity, and proactive outreach where dealers cannot reach.
• Build community learning and customer advocacy programs to enable peer-to-peer learning and amplify success.
• Identify drivers of adoption, renewal, and churn, surfacing insights to support product improvement and tactics.

Education

Bachelor’s degree or equivalent work experience

Job description

John Deere in Johnston, IA seeks a Customer Tech Implementation Lead to own the Digital Customer Success operating model, guiding customers from digital connection to value realization and renewal. Lead the workstream, report outcomes to leadership, and coordinate cross-functional governance to drive measurable customer results.

The role emphasizes onboarding, utilization, retention, and renewals for premium digital products, with an initial focus on reducing churn and accelerating