Lead, coach, and develop a team of Customer Success Managers focused on customer retention, satisfaction, operational execution, and account growth.
Establish performance expectations, coaching plans, and development opportunities for team members.
Foster a customer-first culture focused on accountability, collaboration, responsiveness, and continuous improvement.
Build scalable customer success processes, workflows, and engagement models that support organizational growth.
Drive alignment and collaboration between Customer Success, Sales, Customer Care, Operations, Supply Chain, and other internal departments.
Partner with executive leadership to develop customer success strategies aligned with PCNA’s business objectives.
Support succession planning, talent development, and organizational effectiveness within the Customer Success function.

Bachelor’s degree required or equivalent professional experience
MBA or advanced business-related degree preferred
7+ years of experience in customer success, account management, customer operations, or related customer-facing leadership roles
3+ years of people leadership experience managing customer success, account management, or customer operations teams
Experience supporting enterprise or strategic B2B customer relationships preferred
Experience in promotional products, branded merchandise, manufacturing, distribution, or related industries strongly preferred
Experience building or scaling customer success processes and teams preferred

Director of Customer Success

Key skills