Jobs and Careers

Director of Customer Success - Remote

New Kensington, United StatesRemotefull_timeVerifiedPosted 24 Jun 2026

💰 $213,180/yr($146,300/yr – $213,180/yr)

About the role

Who are we?

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. At PCNA, we don’t just create products — we inspire brand experiences. Join our team and be part of a company where you can make a mark, build something meaningful, and grow in your career while helping brands leave lasting impressions.

What we offer you

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

Why you will make it your career

We invest heavily in modernization, operating more efficiently with cutting edge digital technology
We value our employee’s contributions in a collaborative and inclusive work environment
Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger

Our Values

Delight Customers
Work Smart
Think Team
Own It
Say It Like It Is

Our Businesses

Leed’s is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products, offering deep inventory, reliable service and 24-hour turnaround. Trimark is a leading developer and manufacturer of logo'd apparel. JournalBooks, ETS, and Spoke expand our offering across journals, drinkware, and print-on-demand solutions.

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.

Key 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.

Skills and Knowledge

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.

Minimum Qualifications

Bachelor’s degree required or equivalent professional experience.
MBA or advanced business-related degree preferred.
7+ years of experience in customer success, account management, customer operations, or related customer-facing leadership roles.
3+ years of people leadership experien