Director of Customer Success - Remote
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AI Summary
Lead and develop a high-performing Customer Success team to drive retention, operational excellence, and long-term account growth. Partner cross-functionally with Sales, Operations, and Executive Leadership to align customer expectations with business objectives.
Who are we?
Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. At PCNA, we don’t just create products — we inspire brand experiences. Join our team and be part of a company where you can make a mark, build something meaningful, and grow in your career while helping brands leave lasting impressions.
What we offer you
- Comprehensive healthcare and benefits packages
- Flexible scheduling
- 401k matching
- Generous paid time off and paid holidays
- PCNA Cares Share Fund – donating to teammates in times of need
Why you will make it your career
- We invest heavily in modernization, operating more efficiently with cutting edge digital technology
- We value our employee’s contributions in a collaborative and inclusive work environment
- Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
Our Values
- Delight Customers
- Work Smart
- Think Team
- Own It
- Say It Like It Is
Our Businesses
Leed’s is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products, offering deep inventory, reliable service and 24-hour turnaround. Trimark is a leading developer and manufacturer of logo'd apparel. JournalBooks, ETS, and Spoke expand our offering across journals, drinkware, and print-on-demand solutions.
The Position
The Director of Customer Success will lead and develop a high-performing Customer Success team focused on delivering exceptional customer experiences, operational excellence, retention, and long-term account growth.
This leadership role is responsible for overseeing the Customer Success function, establishing scalable customer engagement strategies, driving team performance, and strengthening strategic distributor and enterprise customer relationships. The Director of Customer Success will partner cross-functionally with Sales, Operations, Customer Care, Supply Chain, Merchandising, IT, and Executive Leadership to ensure alignment between customer expectations and PCNA’s business objectives.
The ideal candidate is an experienced people leader with a strong background in customer success, account management, business operations, and strategic relationship development within a fast-paced B2B environment. This individual will serve as a champion for the customer internally while building processes, metrics, and team capabilities that drive customer satisfaction, retention, operational efficiency, and revenue growth.
Key Responsibilities
- Lead, coach, and develop a team of Customer Success Managers focused on customer retention, satisfaction, operational execution, and account growth.
- Establish performance expectations, coaching plans, and development opportunities for team members.
- Foster a customer-first culture focused on accountability, collaboration, responsiveness, and continuous improvement.
- Build scalable customer success processes, workflows, and engagement models that support organizational growth.
- Drive alignment and collaboration between Customer Success, Sales, Customer Care, Operations, Supply Chain, and other internal departments.
- Partner with executive leadership to develop customer success strategies aligned with PCNA’s business objectives.
- Support succession planning, talent development, and organizational effectiveness within the Customer Success function.
Skills and Knowledge
- Strong leadership and team development capabilities.
- Excellent communication, presentation, and executive relationship management skills.
- Demonstrated success leading customer success, account management, or customer operations teams.
- Strong analytical and strategic thinking skills with the ability to interpret business trends and operational data.
- Proven ability to manage cross-functional initiatives and influence stakeholders at all organizational levels.
- Experience managing escalations and complex customer situations.
- Strong organizational and project management skills.
Minimum Qualifications
- Bachelor’s degree required or equivalent professional experience.
- MBA or advanced business-related degree preferred.
- 7+ years of experience in customer success, account management, customer operations, or related customer-facing leadership roles.
- 3+ years of people leadership experience managing customer success, account management, or customer operations teams.
- Experience supporting enterprise or strategic B2B customer relationships preferred.
- Experience in promotional products, branded merchandise, manufacturing, distribution, or related industries strongly preferred.
- Experience building or scaling customer success processes and teams preferred.
Residency Requirements (Remote Exempt Role)
Must be located in one of the following states: California, Colorado, Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, or Utah.
Equal Opportunity Employer
PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.
Fraud Disclaimer
PCNA is aware of recruitment scams in which individuals are falsely claiming to represent our company and/or our employees. All legitimate communication from PCNA will come from our Applicant Tracking System, LinkedIn Recruiter, or a verified PCNA email address ending in @pcna.com. We do NOT conduct interviews via instant messaging platforms like Skype or request sensitive personal information early in the hiring process. If you receive a message that seems suspicious, we recommend verifying its legitimacy and immediately reporting any fraudulent activity.
Pay Transparency Statement
For residents of CA, CO, IL, or NY, the base pay range for this role is $146,300 – $213,180 annually. Pay is determined by a number of factors, including location, experience, skills, job-related knowledge, and market considerations. Benefits are described above and are subject to eligibility and plan terms. Apply at pcna.com/careers; posting may close as soon as 08/23/2026.
Additional Compensation
This role is eligible to participate in a bonus incentive plan, which provides additional earning opportunities based on company and personal performance (20% target).
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