Director of Customer Success

Description

The Director of Customer Success is responsible for leading and enhancing the customer journey through exceptional service, streamlined operations, and strong leadership of the Account Management and Customer Service teams. This role will drive continuous improvement of the customer experience by leveraging digital transformation, modern automation, and enhanced marketing strategies, ensuring high post-close customer satisfaction. 

 This position must also embody the PURIS Core Values: Integrity, Leadership, Openness, Global Vision, Adaptability, and Partnership. 

Pay Rate/Range: $113,301 - $131,626/year

Bonus Eligible: Yes (10%)

Work Location: Minneapolis Global Headquarters & Innovation Center

*The salary for this role will be based on qualifications, experience, market data, and internal equity. Actual pay may vary due to factors such as location, skills, education, and performance. Pay is determined transparently, using market benchmarks and ensuring internal equity. 

Summary of Key Responsibilities

Lead Customer Service and Account Management Teams: Manage and develop a team of Account Managers and Customer Service Representatives. Foster a customer-centric culture, ensuring the team is proactive, responsive, and solution-oriented. 

Enhance the Customer Journey: Implement systems and processes to improve the overall customer experience, reducing friction and enhancing satisfaction. Leverage digital transformation and automation tools to streamline and enhance customer interactions. 

Drive Order to Deliver Excellence: Own the end-to-end O2D process, including customer onboarding, order processing, credit management, and collections. Collaborate with Supply Chain, Finance, and other departments to ensure timely and accurate order fulfillment. 

Build and Optimize Systems and Workflows: Implement and refine systems in Business Central (ERP), HubSpot (CRM) and other tools to streamline account management and customer service operations. Develop dashboards and KPIs to monitor performance and drive continuous improvement. 

Enhance Cross-Functional Collaboration: Act as the key liaison between Sales, Supply Chain, Finance, and Marketing to ensure a cohesive customer experience. Lead cross-functional initiatives to address and resolve customer issues quickly and efficiently. 

Drive Digital Transformation and Automation: Identify and implement automation tools to reduce manual tasks and enhance efficiency. Use modern marketing strategies to create a seamless, digital-first customer experience. 

Ensure Post-Close Customer Success: Establish and monitor post-close customer success metrics to ensure high satisfaction and retention. Implement a continuous feedback loop to gather insights from customers and drive ongoing improvements. 

Specific Measures of Success

• Customer Satisfaction (NPS): Implement and Execute NPS. Maintain a Net Promoter Score of 85 or higher. 
• Response Time: Ensure 95% of customer inquiries are addressed within 24 hours. 
• Order Accuracy: Achieve an order accuracy rate of 98% or higher. 
• Onboarding Efficiency: Complete new customer onboarding within 7 days of contract signing. 
• Issue Resolution: Resolve 100% 

Requirements

• Bachelor's degree in a related field or equivalent experience.
• Proven experience (5+ years) in Customer Success, Strategic Account Management, or a related client-facing field within the food manufacturing industry, with at least 3 years in a direct people management or team lead role.
• Demonstrated success in both leading/coaching high-performing Customer Success professionals (catering to various experience levels) AND directly managing and growing complex, strategic enterprise accounts.
• Strong understanding of Customer Success principles, methodologies, and best practices, with a track record of driving high customer retention and growth in both individual and team capacities.
• Exceptional executive presence, communication, and presentation skills, with the ability to articulate value and influence senior internal and external stakeholders.
• Proven ability to develop and implement strategic initiatives, manage complex projects, and drive change within a customer-facing organization.

Benefits:

At PURIS, we’re proud to support our team with a comprehensive benefits package designed to help you thrive both personally and professionally. Starting the first of the month aft