Director, Customer Success

Power your Thirst for More at DrinkPAK, where we revolutionize beverage manufacturing, driven by automation and sustainability. Together, through grit and innovation, we break new ground in record time by acquiring the most advanced technology and attracting the brightest talent. Our explosive growth and journey through uncharted territories offers unique career opportunities enabling passionate individuals to reach their full potential. To support our teams, we offer enriching lifestyle accounts, comprehensive benefits, formal development programs, and an energizing environment. Drive your success at DrinkPAK, where we refresh, hydrate and nourish the world and our employees alike.

POSITION DESCRIPTION: The Director of Customer Success leads DrinkPAK's Brand Management team and is the executive owner of the company's customer relationships and commercial performance. This role sets the strategic vision for how DrinkPAK engages, retains, and grows its brand partner portfolio while ensuring flawless day-to-day execution.

Reporting to Senior Sales Leadership, the Director serves as the ultimate advocate for customers within the organization, building deep partnerships that drive mutual growth and competitive advantage. This leader will develop and scale a high-performing team of Brand Managers, and will work cross-functionally with Supply Chain, Operations, Finance, and Commercialization to deliver outcomes that exceed customer expectations.

RESPONSIBILITIES
 

Team Leadership & Development

• Lead, mentor, and develop a team of Brand Managers, setting clear performance expectations and fostering a high-accountability, high-support culture

• Establish team operating rhythms, escalation protocols, and best practices for customer engagement and issue resolution

• Partner with HR and Sales leadership to attract, onboard, and retain top talent across the customer success function

• Create and maintain career development frameworks to grow talent within the team

Customer Strategy & Relationship Management

• Own the executive-level relationship for DrinkPAK's highest-priority brand partners, serving as a senior point of escalation and strategic counsel

• Develop and execute a customer success strategy that supports retention, account growth, and long-term partnership health

• Lead executive business reviews with key customers, presenting performance data and aligning on joint priorities

• Champion the voice of the customer internally, ensuring customer needs and expectations are clearly understood across all functions

Commercial Performance & Accountability

• Own the commercial health of the brand partner portfolio, including revenue performance, contract adherence, pricing, and profitability

• Oversee forecasting, order management, and delivery performance KPIs, holding the team accountable to OTIF, forecast accuracy, and quality targets

• Partner with Finance on profitability reviews, pricing strategy, and contract renewals across the portfolio

• Drive continuous improvement in commercial execution through data-driven insights and structured problem-solving

Cross-Functional Partnership

• Serve as the senior liaison between Sales and Supply Chain / Operations, ensuring customer priorities are integrated into production planning and capacity decisions

• Partner with the Commercialization team to govern innovation pipelines, product launches, and reformulations across the customer base

• Collaborate with senior leadership to inform go-to-market strategy, customer segmentation, and service model design

QUALIFICATI