Client Success Director

World Emblem is the global leader in custom emblem manufacturing and apparel decoration, serving the world’s most recognizable brands for over 30 years. With eight strategic locations across the U.S., Canada, Mexico, and Europe, we deliver rapid-turn, high-quality embroidered and specialty emblems—from traditional embroidery to FlexStyle® 3D and heat-applied solutions—helping our customers create memorable brand experiences and premium apparel designs.

Our culture is built around our Core Values:
Stay Positive. Get the Job Done. Continuous Improvement. Be 100% Committed to the Team. Customer-Centricity.

JOB SUMMARY

The Client Success Director is a strategic leader responsible for designing and driving the future state of customer experience operations, ensuring scalable excellence across all service teams. This role goes beyond daily management and focuses on process optimization, Lean problem-solving, performance.

• coaching systems, VOC integration, and cross-functional collaboration to drive measurable customer satisfaction, retention, and lifetime value.
• This leader will mentor Client Success Agents, oversee service team performance across multiple facilities, and architect world-class service standards through strategic planning, layered process audits, and continuous improvement (PDCA, Hoshin, Gemba methodology)

Essential Duties & Responsibilities

Vision & Alignment

• Translate 1–3 year Hoshin strategic objectives into actionable client success roadmaps with measurable KPIs.
• Lead deployment of layered audit systems, FMDS boards, and VOC loops to ensure service health is visible, measurable, and improvable.
• Proactively identify churn and service risk trends and build preventative action frameworks.

Process Excellence & Problem Solving

• Lead Kaizen-style initiatives to reduce service friction, improve onboarding speed, and accelerate response cycles.
• Establish standard work for escalation, root-cause problem solving, and feedback loops across Order Entry, Account Support, and Client Success functions.
• Own continuous improvement pipeline and champion Lean methodology and coaching behaviors.

Customer Experience Leadership

• Institutionalize proactive customer engagement using VOC insights, Net Promoter Systems, and perception analysis.
• Lead strategic recovery efforts for high-impact accounts and oversee executive-level communication for top-tier customers.
• Enhance digital service journey through CRM optimization and automation.

Team Leadership & Organizational Development

• Mentor and develop Client Success Agents and Leads into high-performing, metrics-driven leaders.
• Build a coaching-first culture with regular talent calibration, performance development plans, and succession pipelines.
• Collaborate closely with Operations, Sales, CI, and IT to close the loop between service execution and commercial strategy.

Qualifications

• Strategic Thinking & Systems Design
• Lean / PDCA / Problem Solving Mindset
• Change Management & Cross-Functional Influence
• Performance Coaching & Leadership Development
• Executive-Level Communication and Commercial Awareness
• Technology Fluency: CRM platforms, service dashboards, productivity systems.

SKILLS

• Leadership: Strong leadership and team management skills, with the ability to motivate and inspire a team.
• Communication: Excellent verbal and written communication skills, capable of interacting with customers and team members at all levels.
• Problem-Solving: Strong analytical and problem-solving abilities, with a track record of effectively resolving customer issues.

• Customer Focus: A customer-focused mindset with a commitment to providing high-quality service and improving customer satisfaction.
• Technology Proficiency: Proficiency in customer service software, CRM systems, and other relevant tools.
• Time Management: Exceptional organizational and time management skills, with the ability to handle multiple tasks and prioritize effectively.
• Conflict Resolution: Ability to handle difficult situations and resolve conflicts in a professional and effective manner.

Education / Experience

• Bachelor’s degree preferred; equivalent leadership experience in Customer Operations accepted.
• Minimum 5 years in strategic client success or service leadership, preferably within a multi-site or manufacturing environment.
• Proven background in process improvement, VOC systems, or Lean/CI initiatives.

Language Ability

• Proficient in reading and comprehending basic instructions, brief correspondence, and memos.
• Skilled in drafting clear, concise written communications and in presenting information effectively in one-on-one and small group settings with customers, clients, and colleagues.
• English Fluency: Strong verbal and written communication skills in English to engage effectively with customers, team members, and stakeholders.

World Emblem is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.
World Emblem is proud to be a drug free workplace. All applicants will undergo a criminal background check, pre-placement drug screen, and are in compliance with E-Verify