Masonite – Director, Customer Success – Tampa, Florida- USA

March 8, 2023
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Job Description

​Main Accountabilities & Responsibilities:

  • Lead, coach, and empower the customer success team to be successful in their roles
  • Supports the Key Account Management (KAM) process as outlined by Masonite
  • Bridges the gap between sales and customer support functions (customer care, credit, operations, logistics) within Masonite
  • Ensures customer issues are taken care of in an effective and efficient manner
  • Monitor and drive customer engagement on a regular basis
  • Develop and maintain a solid and trusting relationship with key accounts
  • Lead and coordinate the execution of top operational priorities for the account
  • Lead the implementation and solution development efforts that best address customer needs, while coordinating the involvement of all cross-functional departments
  • Be the customer champion within Masonite


  • Bachelor’s degree required


  • 10+ years of experience in operations or sales
  • Knowledge and/or experience in using lean six sigma tools
  • Customer-centric mindset and approach
  • A proactive approach to problem-solving
  • Experience working in a matrix environment
  • Strong presentation skills, written and verbal communication, and interpersonal skills, ability to build interpersonal relationships.
  • Commercial awareness of our company processes and common business practices.
  • Extremely organized and able to manage multiple accounts simultaneously.
  • Highly driven, with a passion for excellence in customer service and customer management with a confident assertive style.
  • Effective time management skills including the ability to influence others toward a desired outcome.
  • An analytical mindset to uncover mechanisms of customer/vendor relationship