At Rite-Hite, your work makes an impact. As the global leader in loading dock and door equipment, we design and deliver solutions that keep our customers safe, secure, and productive. Here, you’ll find innovation, stability, and the chance to grow your career as part of a team that’s always looking ahead.
Job Description
The Customer Excellence Leader owns customer experience and continuous improvement across Arbon and leads the Customer Success function for the Rite-Hite ONE (RHOne) platform. This role connects the physical product, service, and digital customer experience into one consistent journey, from first sale through installation, onboarding, adoption, value realization, retention, and renewal.
Job Responsibilities:
Customer Experience Governance & Continuous Improvement
- Own end-to-end customer experience governance across Arbon and RHOne, ensuring consistent, high-quality customer engagement across sales, service, and digital solutions.
- Partner with Regional Sales, Regional Service & Install, and other key leaders to identify customer issues and improvement opportunities.
- Establish processes to identify, prioritize, and resolve cross-functional issues impacting customers.
- Establish and lead formal Continuous Improvement, Voice of Customer (VoC), and Voice of Employee (VoE) programs that systematically identify, prioritize, and address opportunities to improve customer experience, employee effectiveness, operational performance, and cross-functional execution.
- Lead continuous improvement mechanisms, including proactive improvement crowd-sourcing, vendor corrective and preventative actions, continuous improvement auditing, and recognition and reward programs.
Voice of Customer & Innovation
- Own translation of voice-of-customer insights into customer journeys that drive consistent experience and excellence across sales, service, and digital solutions.
- Establish and govern a closed-loop VoC process that aggregates customer feedback, usage patterns, operational barriers, and business outcomes; translate insights into prioritized requirements and recommendations for Product Management, MTZ, ISG, and Distribution; and track decisions, ownership, roadmap disposition, and follow-through back to customers and the Customer Success team.
- Own the innovation intake and stage-gate process, identifying and prioritizing opportunities and partnering with Operational Excellence, Commercial Enablement, Business Units, IT, and other stakeholders to scope and pilot AI, automation, and other innovative solutions; develop business cases, establish success measures, and evaluate pilot ROI to inform broader adoption.
RHOne Customer Success Strategy & Operating Model
- Provide strategic leadership and accountability for RHOne customer success and software adoption, ensuring the customer lifecycle (onboarding, activation, adoption, value realization, expansion, retention, and renewal) is integrated into the broader Customer Excellence strategy and delivers measurable customer and business value.
- Define the Customer Success operating model, including customer segmentation, coverage and capacity, lifecycle stages, engagement standards, success plans, health scoring, executive business reviews, risk management, and escalation paths.
- Build and sponsor the organizational capability required to scale RHOne customer success, ensuring the right operating model, talent, technology, processes, and strategic customer engagement are in place for RHOne and future digital solutions.
- Champion enterprise alignment across Sales, Service, Product, IT/Engineering, and Customer Excellence to remove barriers to adoption, strengthen the connection between physical products, service, and digital solutions, and ensure customer feedback and usage insights influence product strategy and roadmap priorities.
Team Leadership
- Lead, coach, and develop a team of Customer Success Managers, including hiring, onboarding, goal setting, performance management, career development, and accountability for portfolio outcomes.
- Set team goals and service levels; manage workload, account assignments, capacity, and prioritization so CSM coverage reflects customer complexity, value, lifecycle stage, and risk.
- Ensure CSMs serve as day-to-day contacts for assigned customers, maintain current success plans and stakeholder maps, document commitments, and build relationships across operational, technical, and executive stakeholders.
- Serve as executive sponsor for strategic or at-risk customers while keeping day-to-day account execution with the assigned CSM.
Implementation Handoff & Onboarding
- Govern the transition from Digital Sales into implementation and ongoing success. Own Customer Success acceptance of the Salesforce implementation case opened by Digital Sales upon signature, confirming the executed digital agreement, contracted scope, discovery record, customer objectives, technical and security requirements, stakeholders, timeline, readiness, success criteria, and delivery ownership before assigning the account to a CSM.
- Hold CSMs accountable for coordinating onboarding with Service, Operations, Information Technology, Product, Engineering, and customer facilities teams; resolve escalations that threaten time to value or customer outcomes.
- Develop and continually refine a repeatable onsite onboarding approach that defines readiness requirements, roles, checklists, customer communications, success criteria, and post-launch follow-up to accelerate time to first value.
- Partner with Connected Product Engineering to design, test, and continuously improve onboarding tools, workflows, automation, and best-practice standards that make customer activation repeatable and scalable.
- Partner with MTZ and ISG to simplify controls configuration and establish clear, consistent asset, location, device, and control naming standards that improve setup quality, supportability, and adoption.
- Partner with Arbon and our Independents to establish a scalable field-enablement plan for Service Technicians supporting setup, naming, and provisioning, including responsibilities, training, readiness standards, tools, quality controls, escalation paths, and feedback loops.
Adoption, Content & Enablement
- Ensure the team delivers role-based training, enablement, adoption plans, and ongoing customer education that build durable use of the RHOne platform.
- Own the Customer Success content and enablement system, including onboarding guides, administrator and end-user materials, quick-start resources, success-plan templates, implementation checklists, knowledge-base content, and role-based training assets; establish ownership, review, versioning, approval, and product-release alignment so CSMs and delivery partners use current, consistent materials.
- Translate product releases, usage data, customer feedback, and realized outcomes into segmented customer communications, adoption campaigns, executive value stories, and change-management materials in partnership with Product Management, Connected Product Engineering, Product Marketing, and Digital Sales.
- Measure the effectiveness of content, training, and executive reviews through completion, engagement, adoption lift, time to value, action closure, and customer feedback; use results to improve the content roadmap and operating model.
Value Realization, Business Reviews & Commercial Alignment
- Design and govern the QBR and executive business review (EBR) program, including standard agendas, deck templates, data packs, value narratives, and action tracking that connect customer objectives to implementation progress, adoption, measurable outcomes, risks, roadmap updates, renewal readiness, and expansion signals; coach CSMs and inspect review quality.
- Develop and maintain value-realization models with Product Management, Product Marketing, and Finance, translating customer baselines, adoption, operational improvements, and financial assumptions into credible business cases; define the methodology, data sources, validation standards, and refresh cadence.
- Partner with Digital Sales and Account Managers on account plans and renewal reviews. Customer Success owns onboarding, adoption, training, health, risk identification, and the renewal-readiness package (case for change, validated value-realization summary, forward-looking value hypothesis, adoption evidence, business outcomes, risks, and stakeholder context). Digital Sales owns the commercial renewal, conversion, and expansion process, including opportunity strategy, pricing, quoting, approvals, negotiation, digital agreements, and close.
- Create a disciplined process for CSMs to surface adoption evidence, business outcomes, customer risk, installed-base opportunities, referrals, customer-story candidates, and expansion signals to Digital Sales, Account Managers, Product Management, and Product Marketing; partner with Product Marketing on customer stories, case studies, references, testimonials, and reusable proof points.
Performance Measures & Reporting
- Establish and monitor Customer Excellence performance measures, including NPS/CSAT/CES trends, customer effort, retention/churn, cost-to-serve, cycle time, innovation pilot conversion and ROI, VoC closed-loop response rates, and vendor quality resolution time.
- Establish and oversee RHOne customer success measures, including onboarding progress, time to value, customer health, platform engagement, feature adoption and utilization, executive engagement, implementation and support risk, retention, renewal readiness, and expansion signals.
- Own operating reviews and represent portfolio health, adoption, risk, customer feedback, and team capacity across Rite-Hite; use insights to identify systemic opportunities to improve the customer experience and platform success.
Minimum Job Requirements
Education & Experience
- Bachelor's degree in Business, Marketing, Operations, or a related field, or equivalent professional experience.
- 7+ years of progressive experience in customer experience, customer success, sales/service operations, continuous improvement, or related commercial roles, including experience in software, SaaS, IoT, connected products, or other technology-enabled offerings.
- Demonstrated experience leading or managing Customer Success Managers or comparable customer-facing teams.
- Experience building or scaling a Customer Success or customer experience operating model in a cross-functional commercial organization.
- Experience leading enterprise onboarding, adoption, value realization, health management, executive business reviews, and customer escalations.
- Experience translating customer feedback or voice-of-customer data into actionable process or journey improvements.
- Demonstrated experience partnering cross-functionally with Sales, Service, and Operations leaders in complex, matrixed organizations.
- Experience using CRM, customer success platforms, product utilization data, health scores, CSAT, NPS, and retention metrics to manage a customer portfolio.
- Ability to Travel up to 40% of the time, including overnight trips.
Knowledge/Skills/Abilities
- People leadership, coaching, performance management, and team development.
- Strong knowledge of customer experience principles, journey mapping, and voice-of-customer methodologies.
- Customer lifecycle strategy, including onboarding, implementation governance, adoption, training, value realization, health management, retention readiness, and expansion-signal identification.
- Strategic problem-solving and root-cause analysis skills.
- Ability to influence cross-functionally without direct authority and resolve customer-impacting dependencies across Sales, Service, Product, Engineering, IT, Information Security, Operations, and Distribution.
- Strong analytical skills, with the ability to translate data and feedback into prioritized action plans.
- Strong portfolio management, customer segmentation, capacity planning, health scoring, forecasting, and operating-review skills.
- Ability to design repeatable playbooks, inspect execution through metrics, and hold a team accountable for consistent outcomes.
- Excellent executive communication, stakeholder management, and customer escalation management skills across all organizational levels.
- Ability to manage multiple concurrent initiatives and balance short-term fixes with long-term strategic improvements.
Preferred Job Requirements
Education & Experience
- Master's degree (MBA or related).
- Experience in distribution, industrial manufacturing, logistics, warehouse operations, or other B2B commercial environments.
- Experience supporting connected-product onboarding for multi-site enterprise customers with complex technical onboarding.
- Prior experience leading continuous improvement or innovation programs at scale, including in a customer experience, quality, or CX governance function.
- Experience partnering with Product and Engineering to build onboarding tools, workflows, and automation.
- Experience scaling onsite onboarding and Service Technician enablement across a distributed or independent network.
- Experience leading the development of customer-facing onboarding, education, and executive-review content for enterprise software or connected products.
- Experience developing customer value-realization frameworks and business cases with Product Management, Product Marketing, and Finance.
Certifications/License
- Lean Six Sigma certification (Green Belt or Black Belt).
- Project Management Professional (PMP) or equivalent.
- Customer Experience certification (e.g., CCXP) is a plus.
Knowledge/Skills/Abilities
- Strong understanding of IoT, connected products, SaaS platforms, analytics solutions, and digital ecosystems.
- Experience with controls configuration, asset and location naming, device provisioning, and data-quality standards.
- Familiarity with CRM systems, customer success platforms, and customer feedback/survey platforms.
- Experience establishing innovation intake, stage-gate, pilot governance, and ROI measurement processes, including AI and automation opportunities.
- Knowledge of recognition/reward program design (e.g., District Office Recognition programs).
- Customer-facing content strategy, instructional design, executive storytelling, and QBR/EBR design.
- Ability to translate technical capabilities and adoption data into customer value narratives and executive business reviews.
- Value-realization methodology, business-case modeling, and financial acumen.
Role Specific Compliance Requirements
- Ability to meet customer site access and safety requirements (if applicable).
- Valid driver's license and ability to meet company motor vehicle record (MVR) standards (if driving is required).
- Ability to pass a background check.
- Eligibility to work in the United States.
Safety Responsibilities:
- Support and promote a culture of safety.
- Follow all Company and OSHA safety policies and procedures.
- Proper use of required personal protective equipment (PPE)
- Report hazards, near misses and incidents promptly
What We Offer
At Rite-Hite, we take care of our people – because when you’re supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work:
Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more.
Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing.
Time for You: Paid holidays, vacation time, and personal/sick days each year.
Join us and build a career where you’re supported – at work and beyond.
Rite-Hite is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. In accordance with VEVRAA, we are committed to providing equal employment opportunities for protected veterans. We are also committed to maintaining a drug-free workplace for the safety of our employees and customers.
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