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Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

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Why work for Dawn Foods?

PEOPLE.    PRODUCTS.   CUSTOMERS.

Why should you apply? We invest in you!

• Industry-leading health insurance on Day 1!
• Competitive Pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family-owned business over 100 years in service
• An opportunity for career advancement, working as part of an empowering workforce

Job Purpose and Overview

The Director of Customer Success will report to the Senior Vice President of Supply Chain and Procurement NA. This role is responsible for bringing operational excellence and innovation to the customer touchpoints to drive customer engagement and retention.

The Director of Customer Success oversees the daily operations of the North America Customer Success team, ensuring consistent, high-quality service for internal and external Dawn customers. The role manages escalations, coordinates ‑cross functional communication, and maintains smooth workflows that support order accuracy and timely issue resolution for customers. This leader provides guidance and coaching to team members, reinforcing clear service standards and dependable customer support practices. The position also upholds accurate documentation and reporting while promoting a ‑customer centric‑ culture throughout the organization.

Work Setting & Travel Requirements: The position will be fully remote but will be required to travel to our Home Office in Jackson, Michigan or to various locations approximately 20% of the time. This role provides support across all North American time zones, requiring flexibility to collaborate with geographically distributed teams.

What will you do as a Director of Customer Success at Dawn Foods? 

• Responsible for seamless collaboration between Customer Success and Sales that enables the delivery of service that exceeds customer needs and expectations while addressing obstacles that impact customer loyalty.
• Provides leadership and oversight for an organization of approximately 80 team members.
• Champion a customer-centric culture across the entire organization by developing and maintaining highly effective internal relationships with key stakeholders ensuring customer experience commitments are met.
• Drive strong cross functional collaboration with Operations by proactively bridging communication gaps, aligning teams around shared goals, and ensuring a seamless, best in class customer experience.
• Drive improvements to our customer experiences and how the team efficiently delivers them by identifying, prioritizing, and executing new initiatives (new systems, processes, people).
• Establish and communicate the KPIs and measurements across the service organization that drive continued improvement at all levels.
• Direct and lead the customer-facing Commercial Success to ensure client satisfaction, retention, and growth.
• Lead, mentor, and coach Customer Success teams across multiple sites.
• Drive growth of team members, productivity and retention through improved training, performance management, and other initiatives that drive a highly inclusive and supportive culture yielding outstanding results. Serve as a thought partner and strong collaborator with key cross functional business leaders in building plans that optimize their business objectives while advancing the company.
• Responsible for completing and maintaining an accurate customer journey map for post-sales and collaborate for pre-sales; identify customer pain points and bring together the necessary teams to lead optimization efforts.
• Additional tasks or objectives as required.

What Does It Take to be a Director of Customer Success at Dawn Foods?  

• Bachelor’s degree in Business, Marketing, Economics, Finance or related area of study required with 10 years of relevant experience. In lieu of a degree, 14 years of progressive experience in Customer Success, Customer Service, or Commercial Operations overseeing multi-site or cross-functional teams.
• A minimum of ten years business experience leading complex cross-functional initiatives.
• A minimum of seven years leading people directly and through cross-functional projects and initiatives. 
• A minimum of five years experience working in a B2B or CPG related environment preferred.
• A minimum of five years customer facing experience in Sales, Customer Service or similar capacity.
• A minimum of five years customer facing experience in Wholesale Distribution or similar environment with exposure to a fast-paced environment, distribution processes, pricing/contracts and customer interaction.
• Knowledge of the food industry, preferably the baking industry, and relevant operational processes.
• Ability to meet the expectations and requirements of internal and external customers; acts with customers in mind to establish and maintain effective relationships with customers and gain their trust and respect.
• Strong relationship-building skills to partner with and influence leaders, external partners, customers, and work in a matrixed environment; ability to quickly and effectively shift approach and tactics based on audience.
• Strong analytic and critical thinking skills; creative problem-solving and collaboration skills; ability to navigate ambiguity and fast-changing environments quickly and effectively.
• Demonstrated ability to lead the translation of policies into processes and procedures that peel back multiple layers of a problem and balance the value of different solutions; understand how best to utilize them to drive greater performance considering the wider business context.
• Demonstrated track record of utilizing data to measure performance, identify opportunities, and make decisions.
• Experience leading teams through significant and successful change initiatives.
  
  

Physical Demands & Work Environment 

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to work in a professional office/distribution environment.
• Travel required: Up to 20%.

Note: The level of physical effort may vary from site to site and in some cases may be greater or less than documented here. 

If this sounds like the opportunity that you have been looking for, please click "Apply.” 

About Our Benefits 

Dawn is proud to employ the top talent in the baking industry, and we reward our people with comprehensive health and well-being coverage, competitive compensation packages, and award-winning benefit offerings. We also help protect your future financial health with a generous 401(k) matching program that provides additional retirement funds and many tools and resources on financial wellness. Dawn encourages professional growth through tuition assistance and educational programs, and we are always searching for ways to improve our industry-leading services and benefits. 

Compensation: Base salary range $121,700-$206,890 with bonus potential

#LI-CJ1 #LI-Remote

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An Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, pregnancy, sexual orientation, gender identity/gender expression, citizenship status, military or veteran status, genetic information or any other status or condition that is protected by applicable law.

Requisition ID: 37718