Director, Customer Success

Exol; Northern (KY); Hybrid; USD 120,000 - 190,000; Full time

Job summary

Exol is seeking a seasoned Director of Customer Success to lead our customer success organization and drive retention, growth, and long-term value across our client portfolio. This leadership role requires strategic vision and hands-on execution in a fast-growing warehouse automation environment.

The ideal candidate will oversee a team of three CS Experts across B2B, D2C, and Transportation segments, build scalable processes, and ensure exceptional executive-level relationships and renewals.

Qualifications

• Minimum 15 years of progressive experience in customer success or related leadership roles.
• Minimum 5 years of experience leading customer success, account management, operations, or commercial teams.
• Experience managing enterprise customer relationships and executive stakeholders.
• Experience within 3PL, transportation, warehouse automation, or related environments preferred.

Responsibilities

• Develop and execute customer success strategies that drive retention, satisfaction, account growth, and long-term customer value.
• Lead, coach, and develop three Customer Success Experts supporting B2B, D2C, and Transportation customer segments.
• Establish scalable customer success processes, playbooks, and operating rhythms that support Exol's continued growth.
• Champion Voice of the Customer initiatives and ensure feedback drives meaningful improvements across the business.
• Build and maintain executive-level relationships with key customer stakeholders and serve as a trusted strategic advisor.
• Lead executive business reviews and strategic account planning activities.
• Drive customer retention, net revenue retention, customer health, and account growth initiatives.
• Establish customer segmentation, tiering, account planning standards, and success metrics across segments.
• Partner with Sales, Finance, Legal, and Operations on renewals, pricing, SOWs, and commercial opportunities.
• Monitor customer health, KPIs, and risks; address issues proactively.
• Collaborate with Operations, Engineering, Technology, Finance, and Sales to meet commitments and SLAs.
• Serve as the executive escalation point for critical customer issues.
• Champion continuous improvement through automation and data-driven decisions.
• Establish onboarding, implementation, and adoption governance and best practices.
• Ensure customers achieve measurable business outcomes and maximize value from Exol solutions.
• Support additional projects as assigned.

Skills

Strategic leadership

Executive communication

Account management

Data-driven decision making

Customer success management

Relationship management

Project management

Education

Bachelor's degree in Business, Supply Chain, Logistics, or related field

MBA or advanced degree preferred

Tools

CRM software

Data analytics tools

SaaS platforms

Job description

Who we are

More efficient. More accurate. More accessible. Exol is bringing industry-leading automation to businesses of all sizes through an innovative warehouse-as-a-service model.

What we need Exol is seeking an experienced Director of Customer Success to lead our customer success organization and drive customer retention, profitable growth, and long-term customer value across our customer portfolio.

What we do

The Customer Success organization is responsible for customer retention, growth, onboarding, executive relationship management, account strategy, customer advocacy, and long-term customer value realization.

What you'll do

• Develop and execute customer success strategies that drive retention, satisfaction, account growth, and long-term customer value.
• Lead, coach, and develop three Customer Success Experts supporting B2B, D2C, and Transportation customer segments.
• Establish scalable customer success processes, playbooks, and operating rhythms that support Exol's continued growth.
• Champion Voice of the Customer initiatives and ensure customer feedback drives meaningful improvements across the business.
• Build and maintain executive-level relationships with key customer stakeholders and serve as a trusted strategic advisor.
• Lead executive business reviews and strategic account planning activities.
• Drive customer retention, net revenue retention, customer health, and account growth initiatives.
• Establish customer segmentation, tiering, account planning standards, and success metrics across customer segments.
• Partner with Sales, Finance, Legal, and Operations on contract renewals, pricing, Statements of Work (SOWs), and commercial opportunities.
• Monitor customer health, operational performance, and customer success metrics, proactively addressing risks and opportunities.
• Partner with Operations, Engineering, Technology, Finance, and Sales teams to ensure customer commitments, KPIs, and SLAs are consistently achieved.
• Serve as the executive escalation point for critical customer issues requiring leadership intervention.
• Champion continuous improvement through automation, process optimization, and data-driven decision making.
• Establish governance and best practices for customer onboarding, implementation, and customer adoption programs.
• Ensure customers achieve measurable business outcomes and maximize value from Exol solutions.
• Support additional projects and responsibilities as assigned.

What you’ll need

• Bachelor's degree in Business, Supply Chain, Logistics, Operations Management, or a related field.
• MBA or advanced degree preferred.
• Minimum 15 years of progressive experience in customer success, strategic account management, logistics, transportation, supply chain, or related customer-facing leadership roles.
• Minimum 5 years of experience leading customer success, account management, operations, or commercial teams.
• Experience managing enterprise customer relationships and executive stakeholders.
• Experience supporting contract renewals, commercial agreements, and customer growth initiatives.
• Experience within a 3PL, transportation, warehouse automation, supply chain technology, robotics, SaaS, manufacturing, or distribution environment preferred.
• Strong executive presence with exceptional communication, negotiation, strategic planning, and leadership skills.
• Proven ability to drive customer retention, account growth, and customer satisfaction.
• Strong organizational and project management skills with the ability to manage multiple priorities.
• Data-driven mindset with experience leveraging customer metrics, dashboards, and analytics to inform business decisions.
• Ability to thrive in a fast-paced, high-growth environment.

Remote Opportunity

Our Environment Up to 50% travel may be required.

Employees must have a valid driver's license and the ability to drive and/or fly to client and other customer locations.

The employee is responsible for owning a credit card and managing expenses personally, to be reimbursed on a bi-weekly basis.

About Exol

Exol provides flexible and scalable outsourced warehouse services to meet the dynamic needs of the modern supply chain. We operate state-of-the-art distribution centers, allowing you to focus on your business while we handle the complexities of warehouse operations.

For more information, visit www.exol.com.

More efficient. More accurate. More accessible.

Exol is bringing industry-leading automation to businesses of all sizes through an innovative warehouse-as-a-service model.

Exol provides flexible and scalable outsourced warehouse services to meet the dynamic needs of the modern supply chain. We operate state-of-the‑art distribution centers, allowing you to focus on your business while we handle the complexities of warehouse operations.

For more information, visit www.exol.com.