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Jobs · Customer Service · Georgia

Director of Customer Success

Interface · Atlanta, GA · 1 wk ago
HybridCustomer ServiceFull-time

About the role

The Director of Customer Success oversees all facets of the Customer Success Organization at Interface, supporting the entire product portfolio. This role leads the Customer Success Managers and their teams, ensuring that all business objectives and deliverables are achieved while fostering a culture of continuous improvement and excellence.

Responsibilities

  • Oversee all aspects of the Customer Success Department, including customer care, business operations, and sales support
  • Lead and develop the Customer Success Managers, ensuring consistent execution, team growth, and alignment with company goals
  • Deliver on Sales Transformation initiatives by integrating multiple departments into one cohesive Customer Success function that drives simplification, efficiency, and superior experiences
  • Optimize department resources and processes to create synergy between Order Entry, Order Management, and Sales Support
  • Work with the VP of Sales Enablement to define and execute the strategic direction for the Customer Success organization, aligning objectives with Interface’s overall business strategy
  • Build and maintain a culture centered on mentoring, training, and continuous improvement
  • Ensure adherence to performance metrics, including order entry timeliness (within 24 hours), order management accuracy, and sales support responsiveness
  • Leverage Salesforce to monitor KPIs, improve customer insights, streamline workflows, and enhance decision-making
  • Lead and manage departmental projects
  • Serve as a key business leader on the Interface LaGrange campus, collaborating across functions to improve customer and operational outcomes

Requirements

Minimum 10 years of progressive experience in Customer Success, Customer Service, Operations, or Sales Enablement roles
Proven management experience, including leadership of large teams across multiple workflows and geographies
Demonstrated ability to solve complex business challenges and drive operational efficiency
Experience in B2B and made-to-order manufacturing environments
Expert-level proficiency in Salesforce, with the ability to translate business needs into system workflows and reporting
Optimistic, persistent, and organized mindset with a passion for customer excellence
Strong ability to develop, mentor, and grow teams, cultivating high engagement and performance, driving accountability and continuous skills development
Detail-oriented with the ability to connect foundational process improvements to broader business outcomes
Comfortable managing and leading through organizational change and complexity

Qualifications

Bachelor’s Degree preferred

Skills

  • Customer Success
  • Customer Service
  • Operations
  • Sales Enablement
  • Leadership
  • Change Management
  • Process Improvement
  • Team Development
  • Performance Metrics
  • Order Entry Timeliness
  • Order Management Accuracy
  • Sales Support Responsiveness
  • Customer Insights
  • Workflows
  • Decision-Making
  • Project Management
  • Collaboration
  • Resource Alignment
  • Strategic Direction
  • Business Strategy
  • Protected Veterans
  • Equal Opportunity Employer

Benefits

Learn more about Interface (NASDAQ: TILE) and our brands at interface.com and FLOR.com. Join us on Facebook, Instagram, LinkedIn, and Pinterest. We are a VEVRAA Federal Contractor. We desire priority referrals of Protected Veterans for job openings at all locations within the State of Georgia. An Equal Opportunity Employer including Veterans and Disabled.

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