Vice President, Customer Success

Position: Vice President, Customer Success
Location: Rancho Cucamonga, CA (Onsite)
Travel: Up to 25%

Compensation: $170,000-190,000 | Generous Discretionary Bonus Eligibility

Company Overview:
We are a leading distribution company devoted to providing our clients with exceptional service. We know it’s our teammates who make the difference, and we are looking for a strategic leader to help drive client success across our organization.

Position Overview:
The Vice President, Customer Success will lead the development and execution of strategies to ensure operational excellence, service consistency, and long-term client loyalty. This role will manage and improve all client touchpoints, working cross-functionally with sales, logistics, warehouse operations, and support teams to ensure a seamless, efficient, and brand-consistent experience.

Principal Responsibilities:

• Define and implement comprehensive client success strategies aligned with corporate goals, including service reliability, order accuracy, client retention, and growth.
  
• Collaborate with logistics, transportation, and warehouse teams to ensure consistent service delivery.
  
• Identify and resolve operational pain points that impact client satisfaction.
  
• Build and manage teams across client support, account management, and service operations.
  
• Map and analyze the end-to-end client journey, from onboarding to ongoing service, and implement process improvements.
  
• Oversee resolution of service disruptions, ensuring root cause analysis and corrective actions.
  
• Guide the implementation and integration of client success platforms (CRM, order tracking, live support).
  
• Leverage analytics and automation to improve responsiveness and reduce manual intervention.
  
• Establish and report on key metrics, including client satisfaction, order accuracy, and service performance.
  
• Drive accountability and continuous improvement across all client-facing operations.
  
• Perform other duties as assigned.
  

Required Skills:

• Strong cross-functional leadership and stakeholder management.
  
• Experience with ERP and order management systems (SAP, NetSuite, Blue Yonder).
  
• Deep empathy for clients in fast-paced distribution environments.
  
• Crisis leadership experience (supply chain disruptions, recalls).
  
• Operational mindset focused on service consistency and accuracy.
  
• Executive communication and leadership presence.
  
• Analytical, data-driven decision-making.
  
• Change-management and team-building expertise.
  
• Understanding of client support systems.
  
• Bilingual (Spanish) a plus depending on client base.
  

Education & Experience:

• Bachelor’s degree in Business, Supply Chain, or related field preferred
  
• 10 years in client-facing roles within distribution, logistics, or supply chain.
  
• 5 years in a senior leadership or VP-level client success role.