Director of Customer Success - Luxury & Beauty Brands
About The Position
The Customer Success Director provides visionary leadership for the Contract Logistics Customer Success organization within a designated industry or region. This role is accountable not only for retaining and expanding strategic customer accounts, but also for proactively identifying, pursuing, and securing new business opportunities for existing customers that fuel long-term, profitable growth. The Director builds and sustains C-suite level relationships, drives operational excellence, ensures financial performance across assigned accounts, and champions a high-performance culture. Success in this role requires a leader who thrives in a fast-paced, competitive environment and consistently delivers measurable commercial results.
Requirements
- Bachelor's degree in Business, Sales, Supply Chain, Logistics, or a related field (or equivalent work experience)
- 10+ years in customer success, commercial operations, or strategic account leadership within logistics or a related industry.
- Proven track record of winning new business, expanding strategic accounts, and exceeding multi-million-dollar growth targets.
- Demonstrated ability to lead and scale multi-level teams across complex, global environments.
- Extensive experience leading high-value contract negotiations, shaping solutions and strategic pricing models, and mitigating commercial risk to optimize profitability and customer success.
- Exceptional executive communication and negotiation skills.
- High-level strategic thinker with strong commercial instincts and business acumen.
- Ability to influence senior stakeholders, drive strategic decisions, and operate under pressure.
- Entrepreneurial mindset and relentless drive for growth, innovation, and competitive advantage.
- Travel approximately 25% or as required to support customer and growth objectives.
Responsibilities
- Serve as the executive owner for designated accounts, accountable for retention, renewal, and expansion of revenue, contract value, and service scope.
- Lead and execute proactive account growth strategies, uncover and advance expansion opportunities, and close incremental business that fuels revenue growth, deepens customer engagement, and solidifies long-term relationships.
- Partner with internal stakeholders to create and execute aggressive growth plans, including new service launches, cross-selling, and regional/global account expansion.
- Lead executive-level pursuits, pricing strategy, commercial negotiations, and contract structuring to secure sustainable, high-margin wins.
- Monitor market dynamics, customer investments, and competitive positioning to strategically capitalize on emerging opportunities.
- Maintain and elevate executive relationships, ensuring continuous alignment with evolving customer priorities and strategic initiatives.
- Serve as the senior escalation point to resolve issues and protect business continuity and customer trust.
- Lead executive business reviews, strategic roadmap conversations, and multi-year account planning.
- Ensure operational execution meets or exceeds SLAs, cost objectives, and continuous improvement targets.
- Drive data-based decision making; rigorously track KPIs across retention, growth, profitability, and customer satisfaction.
- Lead, develop, and inspire a high-performing customer success team capable of supporting aggressive growth objectives.
- Build a culture of accountability, commercial acumen, customer advocacy, and operational excellence.
- Mentor and prepare future leaders; ensure talent development, capability expansion, and succession planning.
Benefits
- Outstanding benefits for employee and family including multiple health plans(company contribution to health savings account), prescription, dental and vision coverage.
- Company paid life insurance, accident insurance, short- and long-term disability coverage and employee assistance plan.
- Voluntary benefits including additional life insurance, AD&D coverage, buy-up short- and long-term disability, critical illness, identify theft & legal plan.
- 401(k) with company match.
- Flexible Paid Time Off programs including company paid holidays.
- Tuition reimbursement program.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
5,001-10,000 employees
