Vice President, Customer Success
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Job Location:
Buffalo, IA - USA
Monthly Salary:
$ 165121 - 275201
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Richs also known as Rich Products Corporation is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza appetizers and specialty toppings our products are used in homes restaurants and bakeries around the world. Beyond great food our customers also gain insights to help them stay competitive no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice retail in-store bakery deli and prepared foods among others. Working in 100 locations globally with annual sales exceeding $4billion Richs is a global leader with a focus on everything that family makes possible. RichsInfinite Possibilities. One Family.
Purpose Statement
The Vice President of Customer Success is responsible for setting the global strategy and operational direction for customer success across all channels and regions with a strong emphasis on leveraging artificial intelligence advanced analytics and digital enablement to drive productivity efficiency and differentiated customer experiences. This role leads both internal and ESO-managed customer success teams to deliver consistent high-quality service while continuously modernizing how customer interactions insights and workflows are managed.
This leader will champion the use of AI-driven tools and data to proactively manage customer health reduce manual effort improve speed-to-resolution and enable scalable growth. By combining customer-centric leadership with digital and analytical acumen the role is pivotal in improving customer satisfaction loyalty and lifetime value while optimizing cost-to-serve and operational efficiency.
Key Accountabilities and Outcomes
Customer Success Leadership & Transformation
Lead and mentor global customer success teams including internal and ESO-managed teams supporting Foodservice Bakery Consumer Brands DSD and Ecommerce.
Drive the transformation of customer success through AI-enabled workflows automation and self-service capabilities that improve associate productivity and customer responsiveness.
Establish a culture of continuous improvement innovation and data-driven decision-making across customer success teams.
Spearhead the development and execution of comprehensive customer success strategies to maximize customer satisfaction retention and expansion.
AI Analytics and Digital Enablement
Champion the adoption of AI and advanced analytics to proactively manage customer health predict service issues and drive accuracy and efficiency by automating decision making.
Partner with Technology Data & Analytics and CS&L leadership to deploy AI-driven tools such as intelligent case management demand pattern recognition sentiment analysis and predictive insights.
Leverage automation and digital solutions to reduce manual touchpoints streamline case resolution and improve first-contact resolution and cycle times.
Channel-Specific Strategy
Design and execute tailored customer success strategies by channel enabled by data segmentation and AI-driven insights.
Continuously monitor channel performance using advanced dashboards and predictive metrics to dynamically adjust service models and resource allocation.
Customer Insights & Voice of Customer
Implement scalable technology-enabled methods to capture and analyze customer feedback across all touchpoints.
Use AI-powered insights (e.g. sentiment analysis trend detection) to inform process improvements service design and cross-functional priorities.
Translate customer data into actionable recommendations that improve experience retention and profitability.
Performance Management Productivity & Financial Stewardship
Define and monitor KPIs including NPS CSAT CLV cost-to-serve productivity per associate and automation adoption.
Drive measurable productivity gains through AI automation and standardized global processes.
Lead departmental budgeting with a focus on reinvesting efficiency gains into higher-value customer engagement and growth initiatives.
ESO Vendor Partnership & Influence
Build and sustain strategic partnerships with ESO providers ensuring alignment on AI adoption digital tools service standards and performance metrics.
Collaborate with vendors to continuously improve service delivery through shared analytics automation and best practices.
Global Standardization & Scalability
Partner with regional leaders to deploy consistent scalable customer success standards supported by common technology platforms and AI-enabled processes.
Ensure solutions are globally deployable while remaining sensitive to regional customer and market needs.
Knowledge Skills and Experience
Bachelors degree in Business Marketing Supply Chain or a related field (Masters degree preferred).
1015 years of progressive leadership experience in customer success customer service or related functions.
Demonstrated experience leveraging AI automation and advanced analytics to drive operational efficiency and improved customer outcomes.
Strong understanding of Foodservice Ecommerce Consumer Brands DSD and Lead Generation business models.
Proven success managing and influencing external service providers and strategic partners.
Strategic customer-centric mindset with the ability to balance experience cost and scalability.
Strong analytical capabilities with comfort translating complex data into actionable insights.
Experience leading large diverse and geographically distributed teams.
Excellent communication change leadership and cross-functional collaboration skills.
Proficiency with customer success platforms CRM systems analytics tools and digital workflow solutions.
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COMPENSATION
In accordance with state law the rate or range provided is Rich Products Corporation its subsidiaries and affiliates (Richs) reasonable estimate of the base compensation for this role. The actual amount may be higher or lower based on non-discriminatory factors such as experience knowledge skills abilities shift differential and location.
Annual Range/Hourly Rate
$165121.00-$275201.00
Rich Products Corporation its subsidiaries and affiliates (Richs) are committed to a policy of Equal Employment Opportunity standing up for fairness and maintaining a culture of belonging to provide an exceptional experience for all. We will not discriminate against an applicant or employee on the basis of race color religion sex national origin disability military or veteran status or any other Federal or State legally protected classes. The information collected by this application is solely to determine suitability for employment verify identity and maintain employment statistics on applicants.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Richs. Please contact Richs Associate Experience Network at if you need assistance completing this application or to otherwise participate in the application process.
Required Experience:
Exec
