Manager, Customer Success - Digital Retail

Job Description

Title:

Manager, Customer Success - Digital Retail

Location:

Remote - USA

Reports to:

Sr. Director, Customer Success - Dealer Solutions

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.

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.

• 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)

• 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.

• 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.

• 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.

• 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

• Support a high-performance, customer-focused culture across the Customer Success team

• 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…