Director, Digital Customer Success & External Partnerships

Sherwin-Williams; Cleveland (OH); Remote; USD 90,000 - 140,000; Full time

Job summary

An established industry player is seeking a Director of Digital Customer Success and External Partnerships to lead customer success initiatives through innovative digital strategies and partnerships. This pivotal role focuses on enhancing the customer journey for both D2C and B2B segments while managing a team dedicated to driving digital adoption. Collaborating with cross-functional teams, the ideal candidate will advocate for customer needs, leveraging data-driven insights to create impactful partnerships. If you are passionate about customer success and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• 8+ years in field sales, customer success, or marketing.
• Experience in the paint industry, especially with residential repaint.

Responsibilities

• Identify, negotiate, and manage strategic partnerships.
• Oversee team responsible for digital adoption and success.

Skills

Leadership

Communication

Sales

Negotiation

Data-driven decision-making

Cross-functional collaboration

Education

Bachelor's Degree or Equivalent Experience

Tools

AI-driven customer success tools

SaaS

API technology

Job description

The Director of Digital Customer Success and External Partnerships is responsible for driving customer success through digital experience strategies and strategic external partnerships. Focused on the Global Architectural Business, this role will establish, optimize, and manage key alliances that incorporate company brands, products, colors, and capabilities into external customer experiences to drive revenue and insights. The role will also manage the team responsible for driving adoption and success of Sherwin-Williams' digital experiences and tools.

Collaboration

This position works closely with cross-functional partners and subject matter experts, including E-Commerce, Data, Legal, Sales, Market Segment, and Data Analytics & Insights, to identify opportunities and facilitate solutions.

Success Criteria

To succeed, the incumbent must be an advocate for the D2C and B2B paint customer journeys, be data-driven and solution-oriented, and have a passion for sales and customer success to develop influential partner relationships.

Additional Information

This role involves access to confidential and proprietary information, and a review of criminal history may be required to ensure safety and protect company interests.

Qualifications

Education: Bachelor's Degree or Equivalent Experience

Knowledge & Experience:

• 8+ years in field sales, customer success, or marketing
• Strong leadership, communication, sales, and negotiation skills
• Ability to work cross-functionally and align teams
• Data-driven decision-making skills
• Ability to thrive in a fast-paced environment

Preferred:

• Experience scaling customer success programs digitally
• Experience in the paint industry, especially with professionals in the residential repaint segment
• Exposure to SaaS, API technology, Retail Media Networks, data syndication, or digital product management
• Experience with AI-driven customer success tools

Travel

Approximately 30% travel required. This position can be remote.

Responsibilities

• Identify, negotiate, and manage strategic partnerships
• Collaborate with digital product, technology, and data partners
• Develop joint go-to-market strategies with partners
• Develop customer advocacy initiatives and feedback loops
• Oversee team responsible for digital adoption and success
• Manage team and agency partners for partnership execution