Digital Retail Customer Success Manager — Remote

J.D. Power; Northern (KY); Hybrid; USD 57,000 - 75,000; Full time

Job summary

J.D. Power is seeking a Manager, Digital Retail Customer Success to drive strategy across our 700 Digital Retail dealer customers, delivering measurable outcomes such as increased sales, traffic, and gross profit.

You will partner with Sales, Professional Services, and Customer Solutions to ensure adoption from pre-sale validation through implementation and ongoing growth, acting as a trusted advisor to dealership users and leading critical reviews with executives.

Qualifications

• Bachelor’s degree required.
• 3–5 years of dealership or vendor digital retail experience.
• 5+ years in customer-facing roles.
• Strong executive presence and analytical skills.

Responsibilities

• Execute the Customer Success strategy and processes to maximize retention, adoption, and expansion for Digital Retail dealer customers.
• Define and track metrics for customer health, engagement, and financial outcomes (GRR, NRR, expansion).
• Build relationships across dealer organizations and serve as a trusted advisor to dealership Digital Retail users.
• Lead Executive Business Reviews (EBRs) and QBRs for large volume dealerships.
• Partner with CS, PS to ensure onboarding, adoption enablement and value delivery during implementation.

Skills

Customer Success

Dealerships

Leadership

Analytics

SaaS

Education

Bachelor’s degree

Job description

J.D. Power is seeking a Manager, Digital Retail Customer Success to drive strategy across our 700 Digital Retail dealer customers, delivering measurable outcomes such as increased sales, traffic, and gross profit.

You will partner with Sales, Professional Services, and Customer Solutions to ensure adoption from pre-sale validation through implementation and ongoing growth, acting as a trusted advisor to dealership users and leading critical reviews with executives.