Who are we?
Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. At PCNA, we don’t just create products — we inspire brand experiences. Join our team and be part of a company where you can make a mark, build something meaningful, and grow in your career while helping brands leave lasting impressions.
What we offer you
- Comprehensive healthcare and benefits packages! The health and wellness of our employees is important to us, which is why we offer benefit options including medical, vision, dental, disability, and more
- Flexible scheduling
- 401k matching
- Generous paid time off and paid holidays
- PCNA Cares Share Fund – donating to teammates in times of need
Why you will make it your career
- We invest heavily in modernization, operating more efficiently with cutting edge digital technology
- We value our employee’s contributions in a collaborative and inclusive work environment
- Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
Our Values
Delight Customers: Treat our customers the way you’d like to be treated.
Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative
Think Team: Work together to get the job done. Be inclusive and collaborative.
Own It: Be accountable. Embrace challenges as opportunities, roll up your sleeves and make it happen.
Say It Like It Is: Be candid, honest and respectful. Offer constructive insights and welcome other’s input.
Our Businesses
Leed’s is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products, offering deep inventory, reliable service and 24-hour turnaround. Trimark, a member of PCNA, is a leading developer and manufacturer of logo'd apparel for the Canadian and U.S. promotional industries. Trimark sells logo'd apparel across 6 different categories: Polos, T-Shirts and Tops, Woven Shirts, Knits and Fleece, Jackets, and Accessories, including Headwear. At JournalBooks, we believe in creative minds working together to create something truly unique in journals and planners. ETS has always sought to provide the very best in service, product selection, printing capabilities and competitive pricing, focused on drinkware, ETS offers a broad range of high-quality drinkware categories. Spoke’s print-on-demand solutions and premium product assortment are standing by to help expand your inventory and fulfill your event and gifting needs!
The Position
The Director of Customer Success will lead and develop a high-performing Customer Success team focused on delivering exceptional customer experiences, operational excellence, retention, and long-term account growth.
This leadership role is responsible for overseeing the Customer Success function, establishing scalable customer engagement strategies, driving team performance, and strengthening strategic distributor and enterprise customer relationships. The Director of Customer Success will partner cross-functionally with Sales, Operations, Customer Care, Supply Chain, Merchandising, IT, and Executive Leadership to ensure alignment between customer expectations and PCNA’s business objectives.
The ideal candidate is an experienced people leader with a strong background in customer success, account management, business operations, and strategic relationship development within a fast-paced B2B environment. This individual will serve as a champion for the customer internally while building processes, metrics, and team capabilities that drive customer satisfaction, retention, operational efficiency, and revenue growth.
Key Responsibilities
- Lead, coach, and develop a team of Customer Success Managers focused on customer retention, satisfaction, operational execution, and account growth.
- Establish performance expectations, coaching plans, and development opportunities for team members.
- Foster a customer-first culture focused on accountability, collaboration, responsiveness, and continuous improvement.
- Build scalable customer success processes, workflows, and engagement models that support organizational growth.
- Drive alignment and collaboration between Customer Success, Sales, Customer Care, Operations, Supply Chain, and other internal departments.
- Partner with executive leadership to develop customer success strategies aligned with PCNA’s business objectives.
- Support succession planning, talent development, and organizational effectiveness within the Customer Success function.
Skills and Knowledge
- Strong leadership and team development capabilities.
- Excellent communication, presentation, and executive relationship management skills.
- Demonstrated success leading customer success, account management, or customer operations teams.
- Strong analytical and strategic thinking skills with the ability to interpret business trends and operational data.
- Proven ability to manage cross-functional initiatives and influence stakeholders at all organizational levels.
- Experience managing escalations and complex customer situations.
- Strong organizational and project management skills.
Minimum Qualifications
- Bachelor’s degree required or equivalent professional experience.
- MBA or advanced business-related degree preferred.
- 7+ years of experience in customer success, account management, customer operations, or related customer-facing leadership roles.
- 3+ years of people leadership experience managing customer success, account management, or customer operations teams.
- Experience supporting enterprise or strategic B2B customer relationships preferred.
- Experience in promotional products, branded merchandise, manufacturing, distribution, or related industries strongly preferred.
- Experience building or scaling customer success processes and teams preferred.
Residency Requirements
Must be located in one of the following states: California, Colorado, Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, or Utah.
Travel Requirements:
Approximately 25% North American travel required
PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.
Fraud Disclaimer:
PCNA is aware of recruitment scams in which individuals are falsely claiming to represent our company and/or our employees. All legitimate communication from PCNA will come from our Applicant Tracking System, LinkedIn Recruiter, or a verified PCNA email address ending in @pcna(.)com. We do NOT conduct interviews via instant messaging platforms like Skype or request sensitive personal information early in the hiring process. If you receive a message that seems suspicious, we recommend verifying its legitimacy and immediately reporting any fraudulent activity.
For residents of CA, CO, IL, or NY, the base pay range for this role is $146,300 – $213,180 annually. Pay is determined by a number of factors, including location, experience, skills, job-related knowledge, and market considerations. This role is eligible to participate in a bonus incentive plan, which provides additional earning opportunities based on company and personal performance. Benefits are described above and are subject to eligibility and plan terms. Apply at pcna.com/careers; posting may close as soon as 08/23/2026.
