Senior Director Customer Success

Job Purpose

The Senior Director of Customer Success leads the organization accountable for post‑sale customer execution and experience across the EnerSys Energy Systems business. This role ensures that customer commitments are delivered reliably and consistently once commercial agreements are in place, coordinating technical support, order entry, service delivery, and internal stakeholders to create a seamless customer experience across the lifecycle. The role is designed to reinforce customer confidence, execution quality, and long‑term relationships, increase/improve likelihood of return business, enabling Sales through strong delivery performance and customer trust.

Essential Duties and Responsibilities

• Own the post‑sale customer journey, ensuring clarity, continuity, and responsiveness across touchpoints
• Serve as the internal point of coordination for resolving customer execution needs, commercial, operational, or service‑related
• Ensure customers consistently experience EnerSys as reliable, predictable, and easy to do business with
• Lead technical support and order entry teams while evolving them from reactive, transaction‑oriented functions into customer‑focused execution teams
• Drive improvements in order accuracy, response time, and resolution effectiveness
• Ensure customer interactions reinforce trust, transparency, and follow‑through
• Define customer success engagement models by segment and complexity
• Improve productivity by optimizing processes and cross-functional engagement
• Establish repeatable operating rhythms (escalation management, reviews, feedback loops)
• Coordinate Sales, Services, Operations, Supply Chain, and Product teams to ensure customer commitments are fulfilled as promised
• Provide structured visibility and metrics into execution risks, delivery constraints, and customer experience trends
• Support Sales by maintaining execution credibility with customers and minimizing friction post‑handoff

Qualifications

• Minimum 4-year University degree in related discipline (business, engineering, etc.); 
• 10–15+ years leading customer‑facing operations such as customer success, service operations, customer care, or order‑to‑delivery teams
• Demonstrated success transforming support or transactional organizations into customer‑centric execution models
• Strong cross‑functional leadership skills within matrixed, global organizations

Preferred Qualifications:

• Experience in process optimization or with application of lean tools in an office environment
• MBA degree
• Industry experience in energy, infrastructure, industrial systems, data center, or telecom environments

General Job Requirements