Director of Customer Success

Interface is a global flooring solutions company and sustainability leader, offering an integrated portfolio of carpet tile and resilient flooring products that includes Interface carpet tile and LVT, nora rubber flooring, and FLOR premium area rugs for commercial and residential spaces. Made with purpose and without compromise, Interface flooring brings more sophisticated design, more performance, more innovation, and more climate progress to interior spaces. A decades-long pioneer in sustainability, Interface remains "all in" on becoming a restorative business. Today, the company is focusing on carbon reductions, not offsets, as it works toward achieving its verified science-based targets by 2030 and its goal to become a carbon negative enterprise by 2040.

Reporting to the Vice President, Sales Enablement, the Director of Customer Success is responsible for overseeing all facets of the Customer Success Organization at Interface, supporting the entire product portfolio, ensuring exceptional performance across customer engagement, operational efficiency, and sales support. This role leads the Customer Success Managers and their teams, ensuring that all business objectives and deliverables are achieved while fostering a culture of continuous improvement and excellence.

The Director will ensure that Interface customers receive a world-class experience throughout their entire process-moving orders smoothly, accurately, and efficiently through every stage. This role also ensures that Interface Sales Teams operate at maximum effectiveness through superior sales support, seamless collaboration, and strategic resource alignment.

A critical component of this position is expertise in Salesforce, leveraging the platform to drive data visibility, process automation, and actionable insights that enhance customer relationships and business outcomes. This position may be remote, located in any of the contiguous United States.

Skills and Experience

• Minimum 10 years of progressive experience in Customer Success, Customer Service, Operations, or Sales Enablement roles
• Proven management experience, including leadership of large teams across multiple workflows and geographies
• Demonstrated ability to solve complex business challenges and drive operational efficiency
• Experience in B2B and made-to-order manufacturing environments
• Expert-level proficiency in Salesforce, with the ability to translate business needs into system workflows and reporting
• Optimistic, persistent, and organized mindset with a passion for customer excellence
• Strong ability to develop, mentor, and grow teams, cultivating high engagement and performance, driving accountability and continuous skills development
• Detail-oriented with the ability to connect foundational process improvements to broader business outcomes
• Comfortable managing and leading through organizational change and complexity

Educational Requirements

• Bachelor's Degree preferred

Essential Duties and Responsibilities

• Oversee all aspects of the Customer Success Department, including customer care, business operations, and sales support
• Lead and develop the Customer Success Managers, ensuring consistent execution, team growth, and alignment with company goals
• Deliver on Sales Transformation initiatives by integrating multiple departments into one cohesive Customer Success function that drives simplification, efficiency, and superior experiences
• Lead change management and transformation efforts while maintaining high service levels for both internal and external stakeholders
• Optimize department resources and processes to create synergy between Order Entry, Order Management, and Sales Support
• Work with the VP of Sales Enablement to define and execute the strategic direction for the Customer Success organization, aligning objectives with Interface's overall business strategy
• Build and maintain a culture centered on mentoring, training, and continuous improvement
• Ensure adherence to performance metrics, including order entry timeliness (within 24 hours), order management accuracy, and sales support responsiveness
• Leverage Salesforce to monitor KPIs, improve customer insights, streamline workflows, and enhance decision-making
• Lead and manage departmental projects
• Serve as a key business leader on the Interface LaGrange campus, collaborating across functions to improve customer and operational outcomes
• Other duties as assigned by executive leadership

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