Director of Customer Success

About Sustainable Supply

Located just outside Boulder, Colorado, the Sustainable Supply family of brands comprises several e-commerce-enabled businesses that focus on a wide range of products, including building material supply, commercial restroom fixtures and accessories, eyewash stations, and portable handwashing/restroom solutions. Our growing team has helped establish our company as one of the fastest-growing e-commerce operations in the U.S. We’ve been ranked as a Top 1000 company on the Inc. 5000 list for seven years, an Internet Retailer Top 1000 company for over 10 years, and a Colorado Company to Watch Award winner. We offer a fun, challenging, exciting work environment with significant opportunities for growth.

Role Summary

The Director of Customer Success leads our Customer Service and Project Management departments end-to-end—owning performance, process, staffing, communication quality, continuous improvement, and strategy. This role ensures every customer touchpoint (phone, chat, email, proposals, orders, returns) meets high standards for accuracy, speed, and professionalism, while building scalable systems and cross-trained teams that can flex with demand. You will manage and develop all members of the CS and PM Teams and is ultimately accountable for departmental KPIs, training programs, pricing/prioritization discipline, and cross-functional alignment. You'll be both hands-on and strategic. This role is ideal for a leader who thrives in a dynamic environment, can balance execution with strategic vision, and seeks to have a direct impact on the strategy surrounding customer outcomes and company success.

Responsibilities

Team leadership & structure

• Lead, coach, develop, and direct the CS and PM Teams; set goals, run operating cadences, and hold teams accountable to measurable outcomes.

• Build and maintain cross-training programs so that all team members can perform every core process in their department, and rotate duties regularly to prevent silos from forming.

Quality, accuracy & approvals

• Own standards for order integrity, approvals, and fraud/verification workflows; ensure the right backup coverage and customer communication during approvals.

• Establish, change, and optimize processes, including returns/cancellations, as well as sales recovery steps, documentation, and routing, to protect margins while delivering a fair customer experience.

Customer communication excellence

• Strategize, implement and enforce weekly quality evaluations across phone, chat, and email, using a standardized evaluation form and coaching loops, to ensure each representative is evaluated at the expected cadence.

• Maintain a shared performance tracking system with consistent visibility to leadership.

Coverage & workflow management

• Establish staffing plans and real-time logistics to ensure customer-facing channels are consistently covered (phones, chat, inboxes), and coordinate cross-departmental handoffs.

• Run weekly CS and PM team meetings, facilitated by your team leads, to address strategy, trends, issues, training needs, and gather feedback.

Training & industry knowledge

• Drive targeted development tracks (phone skills, product knowledge, systems fluency) and expand training beyond a single product set (e.g., broaden manufacturer training).

• Promote industry education (ADA guidelines, new products) and source trainings that lift team capability.

Pricing discipline & commercial rigor

• Oversee quote practices for core lines and partner with leadership on strategic pricing support for larger or complex opportunities; review margins and reinforce advantageous pricing behaviors.
• Continuous (daily) evaluation of quotes and orders to ensure standardization

Process & performance reviews

• Institute weekly reviews of team orders, returns, and quotes to ensure process adherence (notes, communication origin, email settings, ownership, NetSuite best practices).

Ideal Requirements

• 5 years of management experience at a Fortune 500 company or within a relevant industry that followed a formal, continuous leadership training program.

• High achievement working in both the CS and PM departments at Sustainable Supply. Has completed all processes in both departments.

• Demonstrated success in building/managing approval/fraud, returns/cancellations, and margin-protection workflows.

• Strong command of CRM/ERP workflows (NetSuite).

• Strong data-driven mindset with the ability to track and influence KPIs.

• Able to work/relocate in our Broomfield, CO office.

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $90,000 - $110,000