Director, Customer Success – Digital Retail

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement the Customer Success strategy for the direct-to-dealer customer segment, serving 700 Digital Retail dealer clients.

• Ensure that retailers achieve quantifiable business outcomes, such as sales, traffic, gross profit, and sustained value from Digital Retail solutions.

• Foster retention, growth, advocacy, customer satisfaction, product utilization, operational excellence, and revenue enhancement.

• Collaborate with Sales, Professional Services, Customer Solutions, and Customer Success throughout the customer journey.

• Define the Customer Success strategy, frameworks, processes, metrics, and key performance indicators (KPIs).

• Establish metrics for customer health, engagement, financial performance, dealership operations, and Digital Retail KPIs.

• Cultivate executive relationships within dealer organizations and serve as a trusted advisor.

• Achieve adoption, lead generation, sales, ROI, and gross profit outcomes for participating dealers.

• Act as the internal Voice of the Customer, providing valuable insights to Product and Customer Solutions teams.

• Lead Executive Business Reviews and Quarterly Business Reviews for Dealer Groups.

• Collaborate on pre-sale technical validation, pilot programs, proofs of value, technical transitions, onboarding, training, and value delivery during implementation.

• Take ownership of strategic client impacts on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion revenue.

• Identify at-risk accounts and take proactive measures to avert downsell or churn.

• Work alongside Sales on opportunities for expansion and strategies for account growth.

• Shape renewal and expansion strategies by leveraging adoption, usage, and performance metrics.

• Support standardized Customer Success processes, tools, and reporting mechanisms.

• Evaluate account health, risk, and potential opportunities.

• Promote a high-performance, customer-centric culture within the Customer Success team.

⛳️ Requirements

• Bachelor's degree is preferred but not mandatory.

• 7–10 years of experience in Digital dealership management with a robust Digital background.

• Over 7 years of progressive experience in Customer Success, Account Management, or Customer-Facing Leadership roles.

• More than 5 years of experience leading high-performing Customer Success teams.

• Demonstrated success in driving retention, expansion, and adoption for enterprise B2B clients.

• Strong understanding of technology-enabled solutions, platforms, or SaaS products.

• Excellent executive presence, communication skills, and relationship management abilities.

• Strong analytical capabilities to interpret usage, adoption, and financial metrics to guide strategy.

🏝️ Benefits

• Equal employment opportunity protections.

• Accommodations available for recruitment and selection processes.

• Protections for personal data privacy.