Customer Success Director

Job Description

Job Description

Description:

The Customer Success Director is responsible for leading the customer experience across Seventh Wave's Micromarket, Vending, Coffee, and Pantry services. This role builds strong, long-term customer relationships, ensures successful onboarding, drives customer satisfaction and retention, and serves as a key connection between our customers and internal teams.

The Customer Success Director takes a proactive approach to understanding customer needs, identifying opportunities to strengthen and grow accounts, resolving concerns, and ensuring customers consistently experience the level of service and excellence expected from Seventh Wave.

Primary Responsibilities:

Customer Relationships & Retention

• Build and maintain strong, long-term relationships with customers across Micromarket, Vending, Coffee, and Pantry services.
• Develop a proactive customer engagement plan through regular visits, check-ins, and follow-up.
• Serve as a primary point of contact for customer needs, feedback, concerns, and escalations.
• Monitor customer satisfaction and identify opportunities to strengthen relationships and improve retention.

Onboarding & Customer Experience

• Lead the onboarding of new customers, partnering with Sales and Operations to ensure a smooth transition and clear expectations.
• Ensure customers understand their services, available solutions, and Seventh Wave points of contact.
• Gather customer feedback and identify opportunities to improve the overall customer experience.
• Host events such as grand openings, tastings, and customer appreciation as required for accounts.

Account Growth & Insights

• Identify opportunities to grow existing accounts through additional products, services, locations, or service channels.
• Partner with Sales and operational teams on customer growth and retention strategies.
• Track customer health, engagement, retention, and growth trends and provide actionable insights to leadership.

Cross-Functional Collaboration

• Partner with Micromarket, Vending, Coffee, Pantry, Sales, and Service teams to ensure customer needs are understood and addressed.
• Communicate customer feedback, recurring concerns, and opportunities to the appropriate internal leaders.
• Advocate for the customer while helping drive consistent service and continuous improvement across all channels.

Requirements:

• High school diploma or equivalent required; Bachelor’s degree in Business, Hospitality, Communications, Marketing or 3+ years of experience in customer success, account management, customer service, sales, or a related field, with leadership-level responsibility required.
• Experience managing business-to-business customer relationships and complex accounts.
• Demonstrated ability to build strong customer relationships and develop long-term partnerships.
• Customer-focused mindset with the ability to understand customer needs while balancing business and operational considerations.
• Ability to identify account growth, cross-selling, and upselling opportunities.
• Excellent communication and relationship-building skills with the ability to interact effectively with customers, employees, and company leadership.
• Strong problem-solving skills with the ability to navigate customer concerns and coordinate solutions across multiple teams.
• Ability to analyze customer data, identify trends, and translate insights into actionable strategies.
• Highly organized with the ability to manage multiple customer relationships, priorities, visits, and follow-ups.
• Ability to work cross-functionally and influence outcomes across departments without direct authority.
• Demonstrated ownership, follow-through, and commitment to delivering an excellent customer experience.