Director of Customer Success

The Director of Customer Success role is to build and lead a scalable, high-performing Customer Success organization that delivers exceptional service, technical support, case communication, and customer experience across Specialty Appliances. As the department leader, you will own the customer experience after the sale, ensuring that customers receive timely answers, clear communication, effective problem resolution, and proactive follow-through. In this role, you will lead the tiered Customer Success structure — T1 inbound support, T2 lab flow and case management, T3 technical and product support, and T4 strategic Elite/Gold account support — and develop the people, systems, KPIs, training, and operating rhythm required to scale the function as the company grows. You will also translate customer feedback into actionable improvement for Operations, Sales, Quality, IT, and senior leadership, helping Specialty become a trusted partner that customers rely on. This position reports to the Chief Operating Officer.

The right person for this role will bring a high level of ownership, humility, and intellectual curiosity. We are looking for someone who is eager to build, willing to roll up their sleeves, confident enough to lead, and humble enough to listen, learn, and partner well with others.

This leader is comfortable operating in a business that is growing and still building the systems needed to scale, and does not need everything to be perfectly defined before taking action. At the same time, they are disciplined enough to create structure, standard work, dashboards, training systems, and accountability. They understand that great Customer Success requires both heart and process — they care about customers, but they also know that good intentions are not enough. Customers need timely answers, accurate information, clean handoffs, proactive communication, and issues that stay solved.

What We Are Looking For

• Bachelor's Degree preferred, or Equivalent Work Experience.
• Minimum of 7 years' experience in customer service, customer success, technical support, or a related complex service environment.
• Minimum of 3 years' experience leading supervisors, team leads, or multi-layered customer-facing teams.
• Experience in dental, orthodontic, medical device, healthcare, SaaS, automotive service, telecom, or comparable technical/production environment preferred.
• Demonstrated experience building KPIs, dashboards, standard work, training programs, and escalation models.
• Strong understanding of customer experience metrics, including CSAT, Customer Effort Score, First Contact Resolution, SLA adherence, and resolution time.
• Excellent written and verbal communication skills, with the ability to influence across departments without direct authority.
• Comfort operating in a growing, multi-site organization where structure is still being built.

What You Will Do

Supervisor Duties:

• Lead, coach, and develop the T1/T2 Customer Success Supervisor and the T3/T4 Customer Success Supervisor, along with the broader Customer Success team.
• Build a leadership bench across the function with clear career paths and development plans from T1 to T2 to T3/T4.
• Set expectations for tone, professionalism, ownership, documentation, follow-through, and cross-functional partnership.
• Conduct regular coaching, performance reviews, and skill development plans for direct reports.
• Foster a culture of ownership, humility, teamwork, customer focus, and continuous improvement.

Task Knowledge:

• Own the operating model for T1 (inbound support), T2 (lab flow and case management), T3 (technical and product support), and T4 (strategic Elite/Gold account support).
• Maintain the Customer Success playbook, including work instructions, scripts, escalation paths, email templates, portal support guides, and account-specific instructions.
• Build and maintain Customer Success KPIs and dashboards covering customer experience, resolution, responsiveness, escalation discipline, productivity, and strategic value such as portal adoption, retention, and at-risk account saves.
• Use data to identify customer friction, recurring issues, account risks, and operational improvement opportunities.
• Represent the voice of the customer in leadership reviews, operational meetings, and technology roadmap discussions.

Logistic Duties:

• Define escalation rules so cases move to the right tier (T1, T2, T3, T4) with full context and clean handoffs across Customer Success, Sales, Operations, Quality, Shipping, Billing, and IT.
• Monitor channel volume, staffing coverage, queue health, and SLA adherence across phone, email, chat, and portal.
• Partner with IT and portal leadership to improve customer self-service, support portal adoption, and reduce avoidable contact volume.
• Partner with Sales to identify at-risk accounts, build recovery plans, and support strategic customer reviews.
• Coordinate with Operations and Quality to reduce recurring customer issues caused by process or product gaps.

Quality Duties:

• Establish customer experience standards for responsiveness, ownership, communication, escalation, and follow-through, and hold the team accountable to them.
• Create a closed-loop feedback process for dissatisfied customers, high-effort interactions, repeat contacts, and unresolved issues.
• Translate customer feedback into actionable improvement for Operations, Sales, Quality, IT, and Product, and track resulting changes through to resolution.
• Review escalations for root cause and use findings to update training, documentation, and tier scope.
• Ensure documentation and case notes meet quality standards so handoffs and follow-ups happen without rework.

How Success is Defined

• Customers find Specialty easier to do business with, and high-effort interactions decline.
• Customer issues are resolved faster and with fewer repeat contacts.
• The team operates with clear standards, training, escalation paths, and dashboards.
• T1/T2 and T3/T4 Supervisors operate with discipline, ownership, and active coaching of their teams.
• Customer Success becomes a reliable source of customer intelligence for Sales, Operations, Quality, and IT.
• Portal adoption improves and avoidable contact volume declines.
• At-risk accounts are identified earlier and recovered through coordinated action with Sales and Operations.
• The function develops a stronger bench of future leaders across all tiers.
• Customer Success is viewed across the organization as a strategic advantage, not a cost center.

What we offer (Benefits)

• Competitive Salary
• Paid Time Off (PTO)
• 9 Paid Company Holidays
• Medical, Dental, and Vision Plans
• Short-term and Long-term Disability Insurance
• Life and AD&D Insurance
• 401(k) Plan w/company match

Equal Opportunity Employer