Associate Director, Global Customer Success

Vector Laboratories, Inc.; Plain City (OH); On-site; USD 107,000 - 133,000; Full time

Job summary

Vector Laboratories, Inc. is seeking an Associate Director, Global Customer Success to lead the customer experience across the US and international sites, owning end-to-end processes from order entry through post-sale support.

The role sets the global CS strategy, builds a scalable service model, and leads a multi-site team to drive retention and growth while partnering with Sales, Operations, Finance, Marketing and Technical Support.

Qualifications

• Bachelor’s degree in business, life sciences, supply chain, or a related field.
• 10+ years in customer success, customer service, order management, or operations in life sciences or a similar B2B environment
• 5+ years of people leadership across multiple sites or countries
• Proven track record of developing, planning, and executing large, complex business improvement initiatives across functions
• Strong understanding of life sciences products, customers, and order-to-cash processes
• Proficiency with ERP (NetSuite preferred) and CRM (Salesforce preferred) systems, and advanced Microsoft Excel skills
• Data-driven approach to managing performance through KPIs and reporting
• Excellent interpersonal, communication, and executive presence skills

Responsibilities

• Define and lead the global customer success strategy, aligning the service model, policies, and priorities with company growth objectives.
• Lead, develop, and coach customer success teams across Vector’s US and international sites, including people leaders, to build a scalable, high-performing organization.
• Partner with senior leadership on organizational design, workforce planning, and budget for the customer success function.
• Serve as the senior escalation point for key accounts and complex customer issues, including approval of service recovery actions such as refunds, exchanges, and credits.
• Own global customer success KPIs, including order accuracy, on-time delivery, response time, and customer satisfaction, and report performance and trends to the executive team.
• Establish consistent service standards across sites, including a white-glove experience for strategic and high-value accounts.
• Build voice-of-customer practices that capture feedback and translate insights into improvements across products, operations, and service.
• Oversee global order entry, invoicing, and delivery coordination in partnership with Finance, Operations, and Supply Chain to ensure a seamless order-to-cash experience.
• Lead initiatives to standardize and harmonize business processes, SOPs, and policies across all Vector sites.
• Drive effective use of NetSuite, Salesforce, and other systems, partnering with IT on enhancements, automation, and reporting.
• Provide site leadership for office functions at the Ohio site, including customer service and document control, drawing on resources from other Vector sites as needed.
• Partner with Sales, Marketing, Technical Support, Operations, and Finance to align on customer priorities and support account growth and retention.
• Collaborate with Sales on customer onboarding, account health, and retention for key accounts.
• Lead training, onboarding, and career development for the global customer success team, including succession planning for key roles.
• Foster a culture of accountability, collaboration, and continuous improvement, regularly seeking team input on what works well and where processes can improve.
• Performs other duties as assigned

Skills

Leadership

Customer success

Data-driven

KPI reporting

Executive presence

Cross-functional leadership

Education

Bachelor’s degree in business, life sciences, supply chain, or related field

Tools

NetSuite

Salesforce

Excel

Job description

Job Summary

The Associate Director, Global Customer Success leads Vector Laboratories’ customer success organization across its US and international sites, owning the end-to-end customer experience from order entry and invoicing through delivery and post-sale support. This role sets the global customer success strategy, builds a scalable and consistent service model, and leads a multi-site team to deliver accurate, timely, and white-glove service that strengthens customer relationships, drives retention, and supports company growth.

Partnering closely with Sales, Operations, Finance, Marketing, and Technical Support, the Associate Director standardizes processes and service levels across sites, uses data and customer feedback to drive continuous improvement, and develops a high-performing team. This is a leadership role that balances strategic planning with close, hands‑on engagement in day‑to‑day operations.

This position reports to the Vice President of Global Sales and Customer Success.

Customer Centric — Champions the customer across the organization, ensuring needs are addressed with diligence and urgency; sets the standard for an authentic, consistent customer voice and uses customer insight to shape service, process, and product decisions.

Strategic Planning & Execution — Translates company goals into a clear global customer success strategy and roadmap; anticipates future needs, prioritizes initiatives, and drives them to completion while balancing long-term planning with day‑to‑day performance.

Collaborative — Builds trusted partnerships with senior leaders and cross-functional teams across all Vector sites; values diverse perspectives, seeks input beyond their own team, and aligns stakeholders around shared customer outcomes.

Quality & Operational Excellence — Establishes global KPIs for accuracy, timeliness, and customer satisfaction and holds teams accountable to them; uses data to identify root causes, standardize best practices, and continuously improve processes and systems.

Leadership — Leads through managers and team members across multiple sites, setting clear expectations, coaching for performance, and developing talent and successors; fosters a culture of accountability, empowerment, and continuous improvement while staying close to the work.

Responsibilities

Global Strategy and Leadership

• Define and lead the global customer success strategy, aligning the service model, policies, and priorities with company growth objectives.
• Lead, develop, and coach customer success teams across Vector’s US and international sites, including people leaders, to build a scalable, high-performing organization.
• Partner with senior leadership on organizational design, workforce planning, and budget for the customer success function.
• Serve as the senior escalation point for key accounts and complex customer issues, including approval of service recovery actions such as refunds, exchanges, and credits.

Customer Experience and Performance

• Own global customer success KPIs, including order accuracy, on‑time delivery, response time, and customer satisfaction, and report performance and trends to the executive team.
• Establish consistent service standards across sites, including a white‑glove experience for strategic and high‑value accounts.
• Build voice‑of‑customer practices that capture feedback and translate insights into improvements across products, operations, and service.

Operational Excellence and Process

• Oversee global order entry, invoicing, and delivery coordination in partnership with Finance, Operations, and Supply Chain to ensure a seamless order‑to‑cash experience.
• Lead initiatives to standardize and harmonize business processes, SOPs, and policies across all Vector sites.
• Drive effective use of NetSuite, Salesforce, and other systems, partnering with IT on enhancements, automation, and reporting.
• Provide site leadership for office functions at the Ohio site, including customer service and document control, drawing on resources from other Vector sites as needed.

Cross‑Functional Partnership

• Partner with Sales, Marketing, Technical Support, Operations, and Finance to align on customer priorities and support account growth and retention.
• Collaborate with Sales on customer onboarding, account health, and retention for key accounts.

Team Development

• Lead training, onboarding, and career development for the global customer success team, including succession planning for key roles.
• Foster a culture of accountability, collaboration, and continuous improvement, regularly seeking team input on what works well and where processes can improve.
• Performs other duties as assigned

Job Qualifications

• Bachelor’s degree in business, life sciences, supply chain, or a related field
• 10+ years of experience in customer success, customer service, order management, or customer operations, preferably in life sciences or a similar B2B environment
• 5+ years of people leadership experience, including leading managers and/or teams across multiple sites or countries
• Proven track record of developing, planning, and executing large, complex business improvement initiatives across functions
• Strong understanding of life sciences products, customers, and order‑to‑cash processes
• Proficiency with ERP (NetSuite preferred) and CRM (Salesforce preferred) systems, and advanced Microsoft Excel skills
• Data‑driven approach to managing performance through KPIs and reporting
• Excellent interpersonal, communication, and executive presence skills

Preferred Qualifications

• MBA or other advanced degree
• Experience supporting international customers, including global shipping and export requirements
• Experience in a PE‑backed, high‑growth, or post‑acquisition integration environment
• Lean, Six Sigma, or other process improvement training

The anticipated base salary range for this position is $106,720 - $133,400. The salary offer will depend on multiple factors which may include the successful candidate’s skills, experience, and other qualifications.