JB Poindexter & Co

Job Title: Director, Customer Success

Location: Sturgis, MI | On-Site

About Morgan Olson:

Morgan Olson is a leading provider of innovative commercial vehicle solutions. We are committed to delivering high-quality products and exceptional customer service. As we continue to expand, we are seeking a strategic and experienced Customer Success Director to help our clients maximize the value they receive from Morgan Olson products and services. This leadership role is essential in driving customer satisfaction and ensuring long-term success.

Job Objective:

The Customer Success Director is responsible for driving the highest levels of customer satisfaction and ensuring long-term customer retention. In this strategic leadership role, you and our team will collaborate closely with cross-functional teams—including Sales, Scheduling, Operations, Logistics, Material Planning, Quality and Engineering—to address customer challenges, streamline order management processes, and enhance service delivery. The Director will also lead successful customer onboarding, account management, and relationship-building initiatives, while continuously identifying opportunities for improvement in customer experience, order execution, and overall sales operational efficiency.

Key Responsibilities:

These activities will include, but are not limited to:

• Customer Onboarding & Account Management: Work closely with clients and representatives from Account Management and Business Development to ensure smooth onboarding and successful account management.
• Team Development & Leadership: Lead, mentor, and develop a high-performing customer success team, ensuring alignment with organizational goals and customer satisfaction standards. Provide ongoing coaching, training, and professional development opportunities to team members, fostering a culture of growth, accountability, and collaboration. Drive team engagement through regular feedback, performance assessments, and goal setting, ensuring that the team is equipped to meet customer needs and deliver exceptional service.
• Cross-Functional Engagement in Order Management & Execution: Partner with internal teams to streamline and enhance the order management and execution process. Work collaboratively to identify process inefficiencies, address operational bottlenecks, and implement improvements that ensure timely, accurate order fulfillment and delivery. Act as a key liaison between departments to ensure customer requirements are met, and that potential challenges are proactively addressed, fostering a seamless customer experience throughout the entire order lifecycle.
• Customer Relationship Building: Develop strong, lasting relationships with customers, ensuring satisfaction and trust in Morgan Olson’s products and services. Serve as the point of contact for customer escalations, working towards timely and effective resolutions.
• Customer Health Monitoring: Regularly assess customer health, identify potential risks to renewals, and take proactive steps to maintain strong customer retention.
• Collaboration Across Teams: Partner with internal teams (Sales, Product, Marketing) to address customer challenges and improve overall service delivery. Advocate for the customer within the organization to ensure their needs are met.
• Salesforce Utilization: Leverage Salesforce to track customer metrics, manage relationships, and ensure alignment between customer needs and internal processes.
• Drive Growth Opportunities: Collaborate with the Account Management and Business Development teams to identify new opportunities for upselling, cross-selling, and enhancing product/service utilization.
• Customer Insights & Feedback: Gather and analyze customer feedback to influence product development and improve service offerings. Ensure customer feedback is shared across teams to drive improvements.
• Performance Tracking & Reporting: Track key performance indicators (KPIs) related to customer success, renewal rates, and overall satisfaction, reporting on trends and insights.
• Travel Requirements: Occasional travel may be required to visit customers, attend meetings, or provide on-site support.

Knowledge & Experience:

The ideal candidate will have:

• Proven Leadership Experience: Demonstrated success in managing customer success teams, particularly in a B2B environment within the transportation or commercial vehicle industry.
• Industry Expertise: In-depth knowledge of the transportation and/or commercial truck industry, with an understanding of customer needs and challenges.
• Relationship Management Skills: Strong experience building and maintaining customer relationships, ensuring high levels of satisfaction and long-term success.
• Salesforce Proficiency: Expertise in using Salesforce to track and manage customer relationships and internal processes.
• Problem-Solving & Attention to Detail: A proactive problem solver who can address customer issues quickly and effectively.
• Communication & Collaboration Skills: Excellent verbal and written communication skills, with the ability to work cross-functionally and influence teams to achieve customer success.
• Bachelor’s Degree: A minimum of a bachelor’s degree is required.
• Experience: At least five years of experience in account management, sales, or customer service within the transportation or commercial truck industry.

Personal Attributes:

• Customer-Focused: A customer-centric leader who is passionate about delivering exceptional service and driving customer satisfaction.
• Collaborative & Team-Oriented: A team player who works effectively across departments to ensure customer success.
• Proactive & Results-Driven: A results-oriented leader who takes ownership of customer relationships and is driven to achieve high satisfaction and retention rates.
• Detail-Oriented: Able to manage complex customer accounts with a high level of accuracy and attention to detail.

Why Join Us:

• Lead a key customer success function within a growing, innovative company.
• Play a pivotal role in driving customer satisfaction and business growth.
• Competitive salary and benefits package.
• Opportunity to work in a dynamic, fast-paced environment with a talented and collaborative team.

Equal Opportunity Employer

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