Director, Customer Success – Digital Retail

Job not on LinkedIn

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $104k - $110k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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JDPA LIMITED

WebsiteLinkedInAll Job Openings

- employees

🚘 Automotive

🛡️ Insurance

💼 Consulting

Automotive • Insurance • Consulting

JDPA LIMITED is a provider of data, analytics, and software solutions serving the automotive ecosystem and adjacent financial and insurance sectors. It offers vehicle valuations, market and retail intelligence, quality and customer-experience benchmarks, digital marketing and advisory services to OEMs, dealers, insurers and lenders. JDPA LIMITED combines proprietary customer and VIN data with advanced analytics and SaaS products to help clients improve product design, retail performance, risk management, and finance operations.

📋 Description

• Execute the Customer Success strategy across the direct-to-dealer customer segment for 700 Digital Retail dealer customers • Ensure retailers achieve measurable business outcomes, including sales, traffic, gross profit, and long-term value from Digital Retail solutions • Drive retention, expansion, advocacy, customer experience, product usage, operational excellence, and revenue growth • Partner with Sales, Professional Services, Customer Solutions, and Customer Success throughout the customer lifecycle • Define Customer Success strategy, frameworks, processes, metrics, and KPIs • Establish customer health, engagement, financial outcome, dealership, and Digital Retail KPIs • Build executive relationships across dealer organizations and act as a trusted advisor • Deliver adoption, lead generation, sales, ROI, and gross profit outcomes for participating dealers • Serve as the internal Voice of the Customer and provide insights to Product and Customer Solutions • Lead Executive Business Reviews and QBRs for Dealer Groups • Partner on pre-sale technical validation, pilots, proofs of value, technical handoffs, onboarding, training, and implementation value delivery • Own strategic client impact on GRR, NRR, and expansion revenue • Identify at-risk accounts and intervene to prevent downsell or churn • Partner with Sales on expansion opportunities and account growth strategies • Shape renewal and expansion strategies using adoption, usage, and performance metrics • Support standardized Customer Success processes, tools, and reporting • Measure account health, risk, and opportunity • Support a high-performance, customer-focused culture across the Customer Success team

🎯 Requirements

• Bachelor’s degree preferred, not required • 7–10 years of Digital dealership management experience with a strong Digital background • 7+ years of progressive experience in Customer Success, Account Management, or Customer-Facing Leadership roles • 5+ years of experience leading high-performing Customer Success teams • Proven track record of driving retention, expansion, and adoption for enterprise B2B clients • Strong understanding of technology-enabled solutions, platforms, or SaaS products • Excellent executive presence, communication, and relationship management skills • Strong analytical skills with the ability to interpret usage, adoption, and financial metrics to inform strategy

🏖️ Benefits

• Equal employment opportunity protections • Recruitment and selection accommodations available • Personal data privacy protections