[Hiring] Manager, Customer Success @J.D. Power

Role Description

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.

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).
  • 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.
• Customer Advocacy & Outcomes:
  • Deliver measurable business outcomes, including adoption, lead generation, sales, ROI, and gross profit for participating dealers.
  • 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 team.

Qualifications

• 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.

Requirements

• 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 business.

Benefits

• This position has a starting salary range of $56,500 - $74,500 USD per year.
• 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.

Company Description

• Our mission in the market we serve is clear: To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.
• We POWER Our Customer's Success.
• We are Innovative, Collaborative and Grounded in Data.
• We Make Things Easy.
• We Get It Done.
• We Start with Trust & Prove it Everyday.