Manager, Customer Success - Digital Retail

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

Title: Manager, Customer Success - Digital Retail Location: Remote – USA Reports to: Sr. Director, Customer Success - Dealer SolutionsThe Role: The Manager, 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 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 Manager advocates for dealer customers within the customer success organization and executes 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, you will have a direct impact on customer retention, growth, and overall business performance by helping dealer customers maximize the value of their Digital Retail solutions. Through strong partnership, strategic guidance, and proactive customer engagement, you will drive measurable outcomes such as increased sales, traffic, and profitability while strengthening long-term customer relationships. Your work will influence the customer experience across the entire lifecycle, serving as a critical link between customers and internal teams to ensure successful adoption, continuous improvement, and sustainable revenue growth.What You’ll Be Doing in This Role:**Execution & Organizational Support*** Executes the Customer Success strategy and processes to maximize retention, adoption, and expansion for Digital Retail dealer customers.* Helps define and execute 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 and support a culture of customer-centricity, operational discipline, and data-driven decision-making.* Build key relationships across dealer organizations to champion Digital Retail and act as a trusted advisor to dealership Digital Retail users (General Manager, Sales Management, Digital Marketing Manager)**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 assigned larger volume dealerships.**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 at assigned dealerships.* 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*** Execute standardized processes, tools, and reporting for the Customer Success organization.* Measure account health, risk, and opportunity.* Execute dealership KPI’s for Digital Retail at assigned dealerships**People Leadership and Support*** Support a high-performance, customer-focused culture across the Customer Success teamQualifications of this Role:* Bachelor’s degree required.* 3-5 years of Dealership or Vendor Digital Retail experience* 5+ years of progressive experience in Customer Success, Account Management, or Customer-Facing roles.* 5+ years of experience leading high-performing Customer Success or Digital teams.* Proven track record of driving retention, expansion, and adoption for enterprise B2B clients.* Strong understanding of technology-enabled solutions, platforms, or SaaS products.* Strong 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 role is critical to ensuring our dealer customers realize the full value of their Digital Retail investment. Success in this position comes from building strong customer relationships, driving adoption and business outcomes, and serving as a trusted advisor throughout the customer journey. The individual in this role will have the opportunity to directly influence customer retention, growth, and satisfaction while partnering across teams to continuously enhance the customer experience and support the long-term success of our Digital Retail businessThis position has a starting salary range of $56,500 - $74,500/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.