Director of Customer Success
Arbill Industries Inc
- Location
- Onsite (Philadelphia, PA)
- Employment
- Full-time
- Level
- Senior Level
About the role
Arbill is a leader in workplace safety products and services. The Director of Customer Success leads client-facing operations, driving proactive service, automation, and strategic account relationships to ensure superior client retention and operational excellence.
Skills
Full job details
Description
Position Overview
The Director of Customer Success leads Arbill’s client-facing operations that includes Customer Support Associates (CSA) and on-site Safety Store Associates (SSA) as well as driving support to become a proactive commercial advantage. This is not a maintenance role. We are seeking a proven transformational leader with multi-company experience who knows what modern best practices look like. The ideal candidate pairs strategic account leadership with deep systems expertise (specifically Dynamics/Salesforce CRM/Service Cloud, modern tool environments, and AI workflow tools) to drive scalable, cost-effective automation, root-cause defect elimination, and superior client retention.
Key Responsibilities
1. Operational Excellence & Cost-Effective Automation (40%)
- Drive SLA compliance across daily order entry, quotes, implementations, and case resolution.
- Spearhead system and workflow automation—leveraging Dynamics/Salesforce, ERP systems, and modern digital tools to reduce manual touches, prevent repeat tickets, and lower cost-to-serve.
- Implement structured root-cause methodologies (e.g., Five Whys, Kaizen) to identify operational breakdowns and permanently eliminate recurring issues.
- Establish clear, objective KPIs for service accuracy, queue velocity, and issue prevention across both remote (CSA) and on-site (SSA) teams.
2. Strategic Client Relationships & Retention (30%)
- Own executive and operational relationships across key accounts, serving as the senior escalation partner for service recovery.
- Deliver and support structured client reviews (QBRs/other reports) that showcase SLA metrics, supply chain health, and value-added savings.
- Partner with Sales and Safety Account Management to protect margins, surface expansion opportunities, and align service delivery with account retention and growth plays.
3. Transformational Leadership & Team Development (30%)
- Lead, mentor, and build bench strength across supervisors, remote specialists, and on-site store managers.
- Cultivate a proactive, accountability-driven culture focused on anticipating customer friction before it manifests as a complaint.
- Standardize actionable SOPs and training programs that ramp new team members quickly and ensure process consistency.
Requirements
Qualifications & Competencies
- Experience: 7+ years of progressive leadership in Customer Success, Client Services, or Support Operations within distribution, manufacturing, or B2B services.
- Lifecycle Perspective: Proven background operating across multiple company environments (e.g., high-growth, turnaround, or enterprise scale) with a demonstrated track record of migrating legacy processes into modern industry best practices.
- Technology & Tool Stack Expertise:
- Advanced, hands-on experience evaluating and deploying Dynamics/Salesforce (Service Cloud / CRM), modern ERP workflows (e.g., Prophet 21 or equivalent), and automated ticketing engines.
- Practical knowledge of identifying, evaluating, and implementing cost-effective automation, AI-assisted triage, and self-service customer tools.
- Analytical Problem Solver: Strong quantitative acumen; skilled in root-cause defect analysis, queue management, and dashboard reporting.
- Education: Bachelor’s degree in Business, Supply Chain, Operations, or equivalent practical leadership experience.