Director of Customer Success - Remote
About The Position
The Director of Customer Success will lead and develop a high-performing Customer Success team focused on delivering exceptional customer experiences, operational excellence, retention, and long-term account growth. This leadership role is responsible for overseeing the Customer Success function, establishing scalable customer engagement strategies, driving team performance, and strengthening strategic distributor and enterprise customer relationships. The Director of Customer Success will partner cross-functionally with Sales, Operations, Customer Care, Supply Chain, Merchandising, IT, and Executive Leadership to ensure alignment between customer expectations and PCNA’s business objectives. The ideal candidate is an experienced people leader with a strong background in customer success, account management, business operations, and strategic relationship development within a fast-paced B2B environment. This individual will serve as a champion for the customer internally while building processes, metrics, and team capabilities that drive customer satisfaction, retention, operational efficiency, and revenue growth.
Requirements
- Strong leadership and team development capabilities.
- Excellent communication, presentation, and executive relationship management skills.
- Demonstrated success leading customer success, account management, or customer operations teams.
- Strong analytical and strategic thinking skills with the ability to interpret business trends and operational data.
- Proven ability to manage cross-functional initiatives and influence stakeholders at all organizational levels.
- Experience managing escalations and complex customer situations.
- Strong organizational and project management skills.
- Bachelor’s degree required or equivalent professional experience.
- 7+ years of experience in customer success, account management, customer operations, or related customer-facing leadership roles.
- 3+ years of people leadership experience managing customer success, account management, or customer operations teams.
Nice To Haves
- MBA or advanced business-related degree preferred.
- Experience supporting enterprise or strategic B2B customer relationships preferred.
- Experience in promotional products, branded merchandise, manufacturing, distribution, or related industries strongly preferred.
- Experience building or scaling customer success processes and teams preferred.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers focused on customer retention, satisfaction, operational execution, and account growth.
- Establish performance expectations, coaching plans, and development opportunities for team members.
- Foster a customer-first culture focused on accountability, collaboration, responsiveness, and continuous improvement.
- Build scalable customer success processes, workflows, and engagement models that support organizational growth.
- Drive alignment and collaboration between Customer Success, Sales, Customer Care, Operations, Supply Chain, and other internal departments.
- Partner with executive leadership to develop customer success strategies aligned with PCNA’s business objectives.
- Support succession planning, talent development, and organizational effectiveness within the Customer Success function.
Benefits
- Comprehensive healthcare and benefits packages
- Flexible scheduling
- 401k matching
- Generous paid time off and paid holidays
- PCNA Cares Share Fund – donating to teammates in times of need
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
