Manager, Customer Success – Digital Retail

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

📋 Description

• Implement the Customer Success strategy and processes tailored for Digital Retail dealer clients.

• Establish and execute metrics and KPIs related to customer health, engagement, and financial results.

• Promote a customer-centric approach, operational excellence, and data-informed decision-making.

• Develop relationships within dealer organizations, serving as a trusted advisor for Digital Retail users.

• Achieve measurable results, including user adoption, lead generation, sales growth, ROI, and gross profit.

• Represent the Voice of the Customer internally by providing strategic insights to Product and Customer Solutions.

• Facilitate Executive Business Reviews and Quarterly Business Reviews for designated high-volume dealerships.

• Collaborate with Customer Solutions on technical validations, pilot programs, proofs of value, and post-sale transitions.

• Work alongside Professional Services on onboarding, enabling adoption, training, and demonstrating implementation value.

• Manage retention, expansion, Gross Renewal Rate (GRR), Net Renewal Rate (NRR), and revenue growth for designated dealerships.

• Identify accounts at risk and take proactive measures to prevent downgrades or churn.

• Collaborate with Sales on identifying expansion opportunities and strategies for account growth.

• Implement standardized Customer Success processes, tools, reporting, and dealership KPIs.

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

⛳️ Requirements

• A Bachelor’s degree is required.

• 3-5 years of experience in Dealership or Vendor Digital Retail.

• Over 5 years of progressive experience in Customer Success, Account Management, or related customer-facing roles.

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

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

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

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

• Robust analytical skills with the capacity to interpret usage, adoption, and financial metrics to guide strategy.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.