Director of Customer Success

A growing third-party logistics and fulfillment organization is seeking a Director of Customer Success to lead and scale its client-facing function. This is a senior leadership role focused on people, process, and outcomes—not day-to-day account management.

The ideal candidate is a strategic operator who can build structure, develop leaders, and ensure an exceptional, repeatable client experience across the full lifecycle.

Position Overview

The Director of Customer Success will own the direction and performance of the Customer Success function, overseeing onboarding, ongoing client relationships, and strategic account oversight. Reporting directly to the Chief Operating Officer, this role partners closely with Operations, Sales, Finance, and IT to drive retention, satisfaction, and long-term growth.

This role requires an on-site presence in Lancaster, PA and includes travel for client visits and multi-site collaboration.

Key Responsibilities

Client Onboarding Oversight

• Provide strategic leadership to the onboarding function
• Ensure smooth handoffs from Sales to Operations
• Define success criteria for go-live and long-term client health
• Identify recurring onboarding challenges and drive cross-functional solutions

Team Leadership & Development

• Lead, coach, and develop a team of Customer Success professionals and a Strategic Account Manager
• Own hiring, onboarding, performance management, and succession planning
• Establish a culture of accountability, ownership, and continuous improvement
• Conduct regular 1:1s, team meetings, and performance reviews

Process & Playbook Development

• Build standardized workflows for escalations, QBRs, onboarding handoffs, and issue resolution
• Formalize processes that scale across multiple facilities
• Partner with Sales and Operations to define and manage the full client lifecycle

Performance Management & Accountability

• Define and monitor KPIs including retention, SLA performance, escalation resolution, CSAT, and expansion indicators
• Shift the function from reactive to proactive management using data and trend analysis
• Present client health and team performance metrics to senior leadership

Financial & Operational Accountability

• Manage departmental budget, headcount planning, and tool spend
• Ensure billing accuracy for client-facing services
• Serve as escalation point for billing disputes and lead root-cause resolutions
• Partner with Finance on reporting and cost management

Cross-Functional Leadership

• Act as the primary Customer Success liaison to Operations, Sales, Finance, and IT
• Lead client issue resolution at the leadership level
• Collaborate with Operations to align fulfillment performance to client expectations

Qualifications

Required

• 5–8 years of progressive experience in Customer Success, Client Services, or Account Management
• 2–4 years of people management experience (teams of 3+)
• Proven experience building or formalizing scalable customer success processes
• Strong leadership, coaching, and performance management skills
• Data-driven mindset with experience using KPIs to drive outcomes

Preferred

• Experience in 3PL, supply chain, eCommerce fulfillment, or logistics
• Background in SaaS or B2B services with strong process orientation
• Comfort operating in fast-paced, operationally complex environments
• Proficiency with CRM and customer success platforms; WMS/OMS exposure a plus

Pay

$110,000.00 - $115,000.00 per year

Benefits

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

Work Location

In person