Director, Customer Success Center – Industrial

Role Overview

• Provide strategic leadership and operational oversight of the Customer Success Center, Customer Service, and Inside Sales functions, aligning execution with company growth objectives, customer experience strategy, and market positioning.
• Lead, develop, and mentor supervisors and frontline teams, building a strong leadership pipeline while fostering a high-performance culture grounded in accountability, engagement, and continuous improvement.
• Attract, hire, and develop top talent while cultivating a collaborative, customer-focused workplace that supports professional growth, strong morale, and organizational capability.
• Align customer service and inside sales with the full sales lifecycle—from lead support and quoting through order management, conversion, retention, renewal, and expansion—ensuring seamless handoffs and a frictionless customer journey that drives revenue and loyalty.
• Drive revenue growth, customer expansion, and retention by identifying new opportunities within the industrial market and encouraging a proactive, opportunity-focused approach to customer engagement.
• Define, monitor, and optimize key performance metrics including service levels, CSAT, NPS, conversion rates, retention, renewal performance, average order value, pipeline support, and team productivity to ensure teams consistently meet or exceed business objectives.
• Leverage data, analytics, and Voice of the Customer insights to identify trends, uncover growth opportunities, close performance gaps, and inform strategic decisions that improve customer experience and profitability.
• Partner cross-functionally with Sales, Marketing, Engineering, Product, Sales Operations, IT, Procurement, and Business Unit leadership to optimize customer journeys, improve operational alignment, and deliver superior customer outcomes.
• Champion continuous improvement initiatives that scale people, processes, systems, and automation, enhancing operational efficiency and enabling the organization to support multi-brand growth.
• Serve as a visible champion of company culture, values, and customer-centricity while ensuring consistent service delivery, effective escalation management, and resolution of complex customer issues that protect the brand and strengthen customer trust.

Requirements

• 10+ years of experience in customer success, contact center management, or related field.
• 5-10 years of direct leadership experience managing supervisors or team leads in a high-volume environment.
• Strong understanding of customer service metrics, workforce management, and CRM/CCaaS platforms.
• Proven ability to drive performance improvement and team development.
• Excellent communication, collaboration, and strategic problem-solving skills.
• Bachelor’s degree

Benefits

• Equal Employment Opportunity
• Affirmative Action employer