Director of Customer Success

About the Company

We are a rapidly growing manufacturer specializing in flexible packaging and converting, with significant capital investments in facilities across New Jersey, Ohio, and Indiana. Our flagship site employs over 300 staff operating advanced production assets, including large-format printers and laminators. Having doubled our production capacity recently, we are recognized as a key industry player. Our entrepreneurial culture emphasizes trust and autonomy, allowing employees to contribute meaningfully while upholding product integrity and sustainable, safe practices.

Role Overview

The Director of Customer Success drives revenue growth, streamlines department operations, and guarantees exceptional customer experiences. Reporting directly to the General Manager, this executive position spearheads strategic initiatives, market share expansion, and leads high-performing teams with an emphasis on scalable processes and cross-functional collaboration.

Key Responsibilities

• Develop and implement strategies for account growth and operational efficiency targeting revenue objectives.
• Increase account revenue via upselling and cross-selling activities.
• Build and nurture senior client relationships as a trusted business advisor.
• Create strategic account plans that align client requirements with organizational goals.
• Define KPIs and oversee team performance management.
• Assess staffing needs and optimize distribution of workloads.
• Design, deploy, and train teams on internal processes to ensure consistency and quality.
• Provide detailed monthly performance reporting.
• Collaborate closely with Production, Quality, Technical, Shipping, and Scheduling departments.
• Act as a member of the executive leadership team, representing customer interests in strategic decisions.
• Cultivate a culture of accountability, motivation, and high performance in the workplace.

Qualifications & Experience

• Experience in the relevant manufacturing industry is preferred.
• Proven track record in account management, sales leadership, or commercial operations within complex environments.
• Successful management of customer account portfolios.
• Documented ability to drive revenue growth, account expansion, and increase market share.
• Experience leading and developing high-performing teams.
• Skilled in establishing scalable processes and performance measurement frameworks.
• Excellent communication, presentation, and stakeholder engagement abilities.

Ideal Candidate Attributes

• Flexible and effective leader adaptable to shifting priorities.
• Strategic thinker with strong commercial insight.
• Influential collaborator capable of engaging senior stakeholders across departments.
• Consultative approach focused on delivering customer value and fostering lasting partnerships.
• Confident presenter and proficient in detailed reporting.

Key Performance Indicators

• Increased Net Revenue Retention (NRR).
• Growth in revenue from upsells and cross-sells.
• More efficient, scalable internal processes delivering higher quality and service.
• High customer satisfaction and retention rates.
• Motivated and accountable teams achieving high performance.

Core Skills & Competencies

• Leadership and team management expertise
• Effective interpersonal and influencing skills
• Strong communication and presentation capabilities
• Commercial and entrepreneurial awareness
• Analytical ability including data analysis and reporting
• Strategic planning and organizational skills
• Adaptability and resilience under pressure