Director, Customer Success - Digital Retail

Job Description

Title

Director, Customer Success - Digital Retail

Location

Remote – USA

Reports to

Sr. Director, Customer Success - Dealer

The Role

The Director, 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 senior 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 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, the Director, Digital Retail Customer Success will have a significant impact on customer growth, retention, and long-term business success by ensuring our 700 Digital Retail dealer customers realize measurable value from our solutions. Through strategic leadership, cross-functional collaboration, and a strong customer-centric approach, this individual will drive adoption, improve customer outcomes such as sales, traffic, and profitability, and strengthen customer advocacy. By serving as a key voice of the customer and championing operational excellence, the Director will help enhance the overall customer experience while contributing to sustainable revenue growth and market success.

What You’ll Be Doing in This Role

Strategic Leadership & Organization Development

* Help define the Customer Success strategy, frameworks, and processes to maximize retention, adoption, and expansion for Digital