Director Customer Success

Director Customer Success

Facility:
Remote USA

Location:

Any City, Any State, United States

Workplace Type:
Remote

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research‑driven insights and innovations, and products and expertise they can depend on. As a family‑owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

• Competitive Pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family‑owned business over 100 years in service
• An opportunity for career advancement, working as part of an empowering workforce

The Director of Customer Success will report to the Senior Vice President of Supply Chain and Procurement NA. This role is responsible for bringing operational excellence and innovation to the customer touchpoints to drive customer engagement and retention.

The Director of Customer Success oversees the daily operations of the North America Customer Success team, ensuring consistent, high‑quality service for internal and external Dawn customers. The role manages escalations, coordinates cross‑functional communication, and maintains smooth workflows that support order accuracy and timely issue resolution for customers. This leader provides guidance and coaching to team members, reinforcing clear service standards and dependable customer support practices.

The position also upholds accurate documentation and reporting while promoting a customer‑centric culture throughout the organization.

The position will be fully remote but will be required to travel to our Home Office in Jackson, Michigan or to various locations approximately 20% of the time. This role provides support across all North American time zones, requiring flexibility to collaborate with geographically distributed teams.

• Responsible for seamless collaboration between Customer Success and Sales that enables the delivery of service that exceeds customer needs and expectations while addressing obstacles that impact customer loyalty.
• Provides leadership and oversight for an organization of approximately 80 team members.
• Champion a customer‑centric culture across the entire organization by developing and maintaining highly effective internal relationships with key stakeholders ensuring customer experience commitments are met.
• Drive strong cross‑functional collaboration with Operations by proactively bridging communication gaps, aligning teams around shared goals, and ensuring a seamless, best‑in‑class customer experience.
• Drive improvements to our customer experiences and how the team efficiently delivers them by identifying, prioritizing, and executing new initiatives (new systems, processes, people).
• Establish and communicate the KPIs and measurements across the service organization that drive continued improvement at all levels.
• Direct and lead the customer‑facing Commercial Success to ensure client satisfaction, retention, and growth.
• Lead, mentor, and coach Customer Success teams across multiple sites.
• Drive growth of team members, productivity and retention through improved training, performance management, and other initiatives that drive a highly inclusive and supportive culture yielding outstanding results. Serve as a thought partner and strong collaborator with key cross‑functional business leaders in building plans that optimize their business objectives while advancing the company.
• Responsible for completing and maintaining an accurate customer journey map for post‑sales and collaborate for pre‑sales; identify customer pain points and bring together the necessary teams to lead optimization efforts.
• Additional tasks or objectives as required.

• Bachelor’s degree in Business, Marketing, Economics, Finance or related area of study required with 10 years of relevant…