Director, Customer Success & Inside Sales

About the role

The Director, Customer Success & Inside Sales is a senior leadership role responsible for transforming how HuFriedyGroup engages, supports, and grows its customers. This role provides strategic direction, operational leadership, and people development across Customer Success, Inside Sales, and Technical Services, with a clear mandate to modernize customer-facing capabilities through technology, data, automation, and process redesign.

Key Responsibilities

• Provide strategic leadership for Customer Success and Inside Sales, advancing the HuFriedyGroup value proposition across a multi-channel customer base in North America and global markets.
• Define and execute a multi-year roadmap to transform Customer Success and Inside Sales into digitally enabled, scalable, and outcome-driven capabilities.
• Serve as the voice of the customer by maintaining strong relationships with end users, channel partners, and schools while ensuring customer insights inform business priorities and strategic initiatives.
• Lead Inside Sales to achieve revenue growth and quota attainment across products and technical services in partnership with Sales and Marketing leadership.
• Oversee order entry and support processes across non-digital and digital channels, ensuring accuracy, responsiveness, and efficiency while driving automation and reduction of manual effort.
• Partner with Supply Chain, Manufacturing, and Distribution to ensure order visibility, proactive communication, and effective management of customer issues and exceptions.
• Ensure a seamless customer experience across key programs and service offerings (including EverCare, Environdent, BI/CI Labs, and sharpening services), including onboarding, education, enrollment support, and ongoing service.
• Leverage customer, service, and call center data to identify trends, monitor performance, and deliver actionable insights and improvement plans to senior leadership.
• Establish and monitor key metrics for customer satisfaction, service quality, operational performance, and departmental effectiveness.
• Build team capability through organizational design, training programs, and skills development to support evolving customer success and inside sales capabilities.
• Drive operational excellence through continuous improvement and Lean initiatives, eliminating root causes of repeat contacts, order issues, and service failures.
• Ensure compliance with regulatory, safety, and ISO standards while supporting serviceability requirements for new products and managing operational programs such as recycling initiatives and service plans.

Supervisory Responsibilities

• Lead and develop managers and senior professionals overseeing Inside Sales, Technical Service, and Customer Support teams, fostering a high-performance culture through coaching, mentorship, and clear accountability for results.
• Execute leadership responsibilities in accordance with company policies, values, and applicable employment laws while modeling strong leadership and ethical standards.
• Oversee key talent management processes including hiring, onboarding, workforce planning, performance management, recognition, and corrective action to ensure a strong and engaged team.
• Utilize performance reporting and analytics to drive accountability, measure progress against goals, and continuously improve team effectiveness and sales performance.

Skills

• Proficiency with ERP and customer success platforms is essential for generating insights that drive strategic decisions.
• Strong interpersonal skills are used daily to build trust with customers and internal stakeholders, ensuring alignment and successful outcomes.
• Analytical skills support the interpretation of sales and customer data to identify opportunities for growth and process improvements.

Qualifications

• Bachelor’s degree in Business or a related field.
• 15+ years of Sales or Customer Service experience, or a mixture of sales and Customer Service within a "best practices" environment.
• 10+ years of management experience required.
• Familiarity with dealer channel, distribution, and/or business to business marketing.
• Proven track record of identifying and recruiting high potential employees and teaching/motivating them to be outstanding performers.
• Must be available during common customer hours, which can vary (and may include evening hours).
• Proficiency with Microsoft Office.
• Experience utilizing SAP.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to travel up to 10%.

Equal Employment Opportunity & Accessibility Statement

HuFriedyGroup is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, age, gender, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. If you require reasonable accommodations to apply for a position, participate in the recruitment process, or perform essential job functions, please contact us at 773-868-5534. We are committed to supporting you throughout your journey with HuFriedyGroup!