Senior Director - Customer Success - Dealer Solutions

Job Description:

Title: Senior Director - Customer Success - Dealer Solutions

Location: Remote US
Reports to: SVP, Customer Success - Dealer Solutions

Vacancy: This is a new position

The Role:

The Senior Director, Customer Success is responsible for executing the Customer Success strategy across the direct-to-dealer customer segment. This senior role ensures enterprise customers achieve measurable business outcomes and long-term value from our products and services, driving retention, expansion, and advocacy.

The role partners closely with Sales, Professional Services, and Customer Solutions, and ensures seamless transitions across the customer lifecycle-from pre-sale technical validation, from implementation, to ongoing adoption and growth. The Senior Director serves as a key voice for customers within the organization and drives initiatives to enhance customer experience and usage, operational excellence, and long-term revenue growth.

The Impact You Will Have in This Role:

In this role, you will build trusted relationships with customers, ensuring they realize the full value of our solutions. You will drive customer adoption, retention, and satisfaction by proactively identifying opportunities to support their success and aligning our products with their business goals.

What You'll Be Doing in This Role:

Key Responsibilities

Strategic Leadership & Organization Development

• Help define the Customer Success strategy, frameworks, and processes to maximize retention, adoption, and expansion for dealer channel customers.

• Establish metrics and KPIs for customer health, engagement, and financial outcomes (e.g., GRR, NRR, expansion).

• Foster a culture of customer-centricity, operational discipline, and data-driven decision-making.

• Build executive relationships with key dealer enterprise customers and act as a trusted advisor at the leadership level.

Customer Advocacy & Outcomes

• Deliver measurable business outcomes, including adoption, ROI, and value realization 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 with enterprise customers alongside Sales.

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 delivery of value during implementation.

• Provide strategic guidance on risk mitigation, escalation management, and high-touch account coverage.

Retention, Growth, and Expansion

• Own the strategic client impact on Gross Retention Rate (GRR), Net Revenue Retention (NRR), and expansion revenue.

• 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

• Support adoption of standardized processes, tools, and reporting for the Customer Success organization.

• Measure account health, risk, and opportunity.

People Leadership

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

Qualifications of this Role:

Qualifications

• Bachelor's degree required.

• 10-15 year of dealership management experience

• 10+ 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.

Metrics & Measures of Success

• Gross Retention Rate (GRR) and Net Revenue Retention (NRR) improvements.

• Expansion pipeline contribution and closed expansion revenue.

• Adoption, usage, and product engagement metrics across customer segments.

• Customer satisfaction (NPS) and engagement score improvements.

• Timeliness and quality of EBRs, QBRs, and success plans.

The Hiring Manager says:

Customer success is at the heart of how we build lasting relationships with our clients. I'm looking for someone who is passionate about helping customers achieve real value from our solutions and who enjoys partnering closely with clients to drive meaningful outcomes

This position has a starting salary range of $195,000 USD per year, OTE to be discussed. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. 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 Mission

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients' toughest challenges.

Our Values

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

J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Should you require accommodations during the recruitment and selection process, please reach out totarecruitment@jdpa.com.

J.D. Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companiesin various countries, J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. Power's behalf. You agree to the fact that to the extent necessary yourpersonal data may be transferred and/or disclosed to any company within J.D. Power group of companies as well as to third parties acting on J.D. Power's behalf, including also transfers to servers and databases outside the country where you provided J.D. Powerwith your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clickinghere.

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.