The Customer Success Leader will define and execute the strategy for all post-sales support across our Air & Water business. This executive will unify Quality, Service, Support, Training, Warranty, and Parts into one seamless customer experience, ensuring our residential, light commercial and commercial customers receive consistent, high-quality support at every touchpoint. As the single point of accountability for the end-to-end customer success journey, this leader will build a world-class function that drives customer satisfaction, loyalty, and lifetime value. Position Senior Director, Customer Success 6 Air & Water Location USA, Louisville, KY How You'll Create Possibilities Strategy & Leadership (40%) 3 Develop and execute a comprehensive post-sales customer success strategy for HVAC, water heating, and water treatment products. 3 Establish a single, unified point of contact for customers, ensuring seamless coordination across Quality, Service, Support, Training, Warranty, and Parts. 3 Lead and inspire a cross-functional team to deliver exceptional customer experiences. 3 Partner with Product, Sales, Operations, and Marketing to integrate customer feedback into continuous improvement. Customer Experience (30%) 3 Build a customer-first culture with consistent standards for service excellence across all customer segments (dealers, distributors, contractors, retailers, end consumers). 3 Implement best-in-class tools, processes, and KPIs to track and enhance customer satisfaction, NPS, response time, resolution rates, and retention. 3 Establish a clear escalation path for complex customer issues and ensure rapid resolution. Quality Feedback (10%) 3 Own the collection and analysis of field data from service calls, warranty claims, and parts performance to identify recurring quality issues. 3 Maintain a dotted-line relationship with Supplier Quality to ensure customer insights directly inform supplier corrective actions and continuous improvement. 3 Collaborate with Operations and Supplier Quality teams to drive root-cause resolution of systemic issues impacting customer experience. Operational Excellence (10%) 3 Standardize service operations including warranty claims, spare parts availability, technical support, and training delivery. 3 Develop scalable systems for knowledge management, self-service, and customer enablement. 3 Ensure compliance with regulatory and safety requirements across service and support functions. Talent & Team Development (10%) 3 Build and develop a high-performing Customer Success team with expertise in quality, technical service, customer support, training, and parts operations. 3 Create professional development and training pathways for field and call center staff to ensure skill growth and retention. What You'll Bring to Our Team Basic Qualifications: 3 12+ years of leadership experience in customer success, service, or support roles, preferably within HVAC, water heating, or adjacent industries. 3 Demonstrated ability to design and scale customer-facing operations. 3 Strong understanding of service logistics, warranty processes, technical training, and parts distribution. 3 Track record of building customer-first cultures and delivering measurable improvements in customer loyalty. 3 Experience with digital tools and platforms for customer engagement, knowledge bases, and CRM systems. Exceptional communication, change leadership, and cross-functional collaboration skills.