Regional Director of Client Success_ REMOTE

Basic Scope / Purpose

Staci Americas, a rapidly growing 3PL and e-commerce fulfillment company, is seeking a Regional Director of Client Success to lead client service operations across the East Coast region. This role is responsible for driving exceptional client satisfaction, optimizing service delivery, and cultivating strong client partnerships that support organizational growth. The Director will work closely with operations, account management, and commercial teams to ensure that client expectations are met and exceeded, while building scalable processes that align with Staci’s global standards.

Key Responsibilities

Leadership & Team Development

1. Lead, coach, and develop a team of Client Success Managers/Executives across regional warehouse sites.
2. Foster a culture of accountability, collaboration, and continuous improvement within the Client Success team.
3. Partner with HR to ensure professional development, training, and succession planning for the department.

Client Relationship Management

1. Serve as the executive point of contact for key regional accounts, ensuring proactive communication and escalation management.
2. Build and strengthen long-term partnerships by understanding client business objectives and aligning Staci services to their needs.
3. Collaborate with clients to develop joint growth strategies, identify new service opportunities, and support retention.

Operational Alignment

1. Collaborate with Operations Managers and Site Directors to ensure accurate, efficient, and timely service delivery across all fulfillment centers.
2. Work with internal teams (Operations, Transportation, IT, Finance, HR) to resolve client challenges and improve service levels.
3. Standardize and implement client success processes across East Coast locations to ensure consistency and scalability.

Data, Reporting & Continuous Improvement

1. Analyze client KPIs (OTIF, SLA adherence, inventory accuracy, order cycle times) and prepare regular reporting for senior leadership.
2. Monitor client feedback and service trends to identify opportunities for process improvements and risk mitigation.
3. Partner with Finance and Operations to monitor profitability, cost-to-serve, and contract compliance.

Tools & Technology

1. Implement and manage customer success platforms, dashboards, and tools to streamline account visibility and reporting.
2. Support digital transformation initiatives to enhance client communication, order transparency, and overall service experience.

Qualifications

1. 7+ years of progressive experience in client success, account management, or operations management, preferably within 3PL, logistics, or e-commerce fulfillment.
2. Strong leadership skills with proven experience managing cross-functional teams across multiple sites.
3. Excellent relationship management, negotiation, and communication skills (written and verbal).
4. Analytical mindset with the ability to interpret client and operational data to drive decision-making.
5. Track record of improving client satisfaction and retention while supporting revenue growth.
6. Ability to thrive in a fast-paced, high-volume logistics environment.
7. Bachelor’s degree in business, Supply Chain, or related field.

Work Environment

1. This role requires travel across regional warehouse facilities and occasional visits to client locations.
2. Typical work environment includes both professional office settings and active warehouse operations.

Physical Demands

1. Must be able to sit, stand, and walk for extended periods.
2. Regular use of computers, phone, and warehouse visits and walking in high-volume areas.

EEO Policy: Staci Americas provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Staci Americas complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.