Director, Customer Success

Power your Thirst for More at DrinkPAK, where we revolutionize beverage manufacturing, driven by automation and sustainability. Together, through grit and innovation, we break new ground in record time by acquiring the most advanced technology and attracting the brightest talent. Our explosive growth and journey through uncharted territories offers unique career opportunities enabling passionate individuals to reach their full potential. To support our teams, we offer enriching lifestyle accounts, comprehensive benefits, formal development programs, and an energizing environment. Drive your success at DrinkPAK, where we refresh, hydrate and nourish the world and our employees alike.

POSITION DESCRIPTION: The Director of Customer Success leads DrinkPAK's Brand Management team and is the executive owner of the company's customer relationships and commercial performance. This role sets the strategic vision for how DrinkPAK engages, retains, and grows its brand partner portfolio while ensuring flawless day-to-day execution.

Reporting to Senior Sales Leadership, the Director serves as the ultimate advocate for customers within the organization, building deep partnerships that drive mutual growth and competitive advantage. This leader will develop and scale a high-performing team of Brand Managers, and will work cross-functionally with Supply Chain, Operations, Finance, and Commercialization to deliver outcomes that exceed customer expectations.

RESPONSIBILITIES
 

Team Leadership & Development

• Lead, mentor, and develop a team of Brand Managers, setting clear performance expectations and fostering a high-accountability, high-support culture

• Establish team operating rhythms, escalation protocols, and best practices for customer engagement and issue resolution

• Partner with HR and Sales leadership to attract, onboard, and retain top talent across the customer success function

• Create and maintain career development frameworks to grow talent within the team

Customer Strategy & Relationship Management

• Own the executive-level relationship for DrinkPAK's highest-priority brand partners, serving as a senior point of escalation and strategic counsel

• Develop and execute a customer success strategy that supports retention, account growth, and long-term partnership health

• Lead executive business reviews with key customers, presenting performance data and aligning on joint priorities

• Champion the voice of the customer internally, ensuring customer needs and expectations are clearly understood across all functions

Commercial Performance & Accountability

• Own the commercial health of the brand partner portfolio, including revenue performance, contract adherence, pricing, and profitability

• Oversee forecasting, order management, and delivery performance KPIs, holding the team accountable to OTIF, forecast accuracy, and quality targets

• Partner with Finance on profitability reviews, pricing strategy, and contract renewals across the portfolio

• Drive continuous improvement in commercial execution through data-driven insights and structured problem-solving

Cross-Functional Partnership

• Serve as the senior liaison between Sales and Supply Chain / Operations, ensuring customer priorities are integrated into production planning and capacity decisions

• Partner with the Commercialization team to govern innovation pipelines, product launches, and reformulations across the customer base

• Collaborate with senior leadership to inform go-to-market strategy, customer segmentation, and service model design

QUALIFICATIONS

• Bachelor's degree in Business, Supply Chain, Finance, or a related field; MBA or advanced degree preferred

• At least 8+ years of progressive experience in customer success, account management, sales operations, or CPG manufacturing — with at least 3 years in a people leadership role

• Proven track record of leading high-performing customer-facing teams in a manufacturing or operations-intensive environment

• Deep understanding of commercial execution, contract management, purchase order workflows, and supply chain fundamentals

• Demonstrated ability to build and maintain executive-level customer relationships, with experience navigating complex, multi-stakeholder accounts

• Strong analytical skills with experience using data to drive decisions, improve performance, and tell compelling business stories

• Exceptional communication, influence, and negotiation skills — equally effective with customers and internal cross-functional partners

• Ability to operate with urgency, prioritize effectively, and lead a team through ambiguity in a fast-paced, high-growth environment

OUR VALUES

Our company’s culture is guided by our shared values of Speed, Intensity, and Purpose. These values are demonstrated in the following ways based on the role within the organization.

• Speed: Take the initiative to promptly identify and address potential issues or opportunities. Maintain a sense of urgency in your work, completing tasks efficiently.

• Intensity: Remain resilient in the face of challenges and setbacks by possessing a positive attitude, persevering through obstacles, and demonstrating adaptability in your approach.

• Purpose: Take ownership of your responsibilities, and value the input and skillsets of your peers by working together as One PAK.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• The employee frequently is required to talk and hear, in person, via video conferencing (e.g., Zoom, Microsoft Teams, Google Meet, etc.), and telephonically.  

• The employee frequently is required to reach with hands and arms.  

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.  

• The employee is occasionally required to stand and walk, and is frequently required to sit.

• Travel to customer sites and DrinkPAK facilities may be required.