Senior Manager, Digital Retail Customer Success

JD Power; Michigan; On-site; USD 57,000 - 75,000; Full time

Job summary

JD Power is seeking a Manager, Customer Success - Digital Retail to drive adoption and business outcomes for our 700 Digital Retail dealer customers. This remote USA role partners with Sales, Professional Services, and Customer Solutions to ensure onboarding, value realization, and long-term revenue growth.

You will own metrics like GRR and NRR, lead executive reviews, and shape renewal strategies while empowering dealership stakeholders through data-driven guidance and cross-functional

Qualifications

• Bachelor's degree is required.
• 3-5 years of Dealership or Vendor Digital Retail experience.
• 5+ years in Customer Success, Account Management, or customer-facing roles.
• 5+ years 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.

Responsibilities

• Execute the Customer Success strategy to maximize retention, adoption, and expansion for Digital Retail dealer customers.
• Define and monitor metrics for customer health, engagement, and financial outcomes (GRR, NRR, expansion).
• Build relationships with dealer stakeholders and act as a trusted advisor to Digital Retail users.
• Lead Executive Business Reviews (EBRs) and QBRs for assigned dealerships.
• Partner with Sales, Professional Services, and Customer Solutions to ensure smooth onboarding and value delivery.
• Own strategic impact on GRR, NRR, and expansion revenue for Digital Retail products.

Skills

Customer Success

Account Management

SaaS

Data analytics

Executive presence

Relationship management

Education

Bachelor's degree

Job description

JD Power is seeking a Manager, Customer Success - Digital Retail to drive adoption and business outcomes for our 700 Digital Retail dealer customers. This remote USA role partners with Sales, Professional Services, and Customer Solutions to ensure onboarding, value realization, and long-term revenue growth.

You will own metrics like GRR and NRR, lead executive reviews, and shape renewal strategies while empowering dealership stakeholders through data-driven guidance and cross-functional