Director, Strategic Accounts and Customer Success

About Ready Foods

Ready Foods is a Denver-based, family-owned food manufacturer with more than 50 years of experience producing high-quality, chef-crafted foods for leading restaurant and foodservice partners. We are a mature, stable organization grounded in respect for people, servant leadership, and continuous improvement.

Our operating philosophy is inspired by Lean principles and the Toyota Production System. We focus on building strong systems, developing our people, and delivering consistent value to our customers through disciplined execution and learning.

Position Summary

The Director, Strategic Accounts & Customer Success leads Strategic Accounts and the end-to-end customer experience, with direct responsibility for Customer Success and Customer Care. The immediate priority is to strengthen relationships across our most strategic customer while improving service reliability (fulfillment, claims cycle time, first-contact resolution, and repeat-issue prevention) through clear communication, operating rhythms, standard work, and better use of data and automation. This role will translate customer needs into cross-functional action with Quality, Supply Chain, and R&D to protect retention, expand adoption, and drive growth.

This Director role reports to the Chief Sales Officer.

Key Responsibilities

• Own and deepen relationships across strategic/enterprise accounts; set joint success plans that drive retention and growth.


• Lead Customer Success and Customer Care; set priorities and clear accountability across both teams.


• Develop and lead Customer Success Managers; build a high-trust, high-performance culture with measurable expectations.


• Develop and lead Customer Care; measurable expectations including accurate, fast turnaround on pricing updates and a proactive communication strategy for purchase orders impacted by production delays.


• Partner with R&D, Quality, and Operations to translate customer needs into an innovation, improvement, and commercialization pipeline; support commercialization trials, define product validation success criteria/attributes, and enable scale-up.


• Drive heavy project/program management across customer initiatives, including the implementation and use of a project tracking system.


• Implement AI and automation to improve case quality and productivity (e.g., triage, knowledge management) with defined controls and measurable adoption.


• Improve customer-facing service levels and claims performance in close partnership with Quality; reduce cycle time, increase first-contact resolution, and prevent repeat issues through root-cause problem solving and clear role clarity (e.g., RASCI). Ensure account ownership covers the financial/customer impact and keeps customers proactively informed as issues are investigated and resolved with Quality and Operations.


• Champion CRM and other platform adoption (process, training, governance, and engagement) and use dashboards/insights to drive decisions and KPI/SLA performance (including Power BI where applicable).

Qualifications

Required:

• 10+ years leading strategic/enterprise customer relationships (e.g., multi-site or global accounts) in manufacturing, food & beverage, industrial equipment, and/or high-tech.


• Demonstrated people leadership (e.g., leading managers and/or a 3+ person team) in Customer Success, Customer Care, and/or Customer Operations.


• Effective communication and analytical skills; uses data and customer insights to drive decisions and is comfortable working in CRM, Power BI, and similar platforms, including supporting commercial needs such as pricing/financial acumen and RFP responses.


• Strong executive presence; proven success influencing stakeholders and improving measurable outcomes (e.g., retention, CSAT/NPS, SLA attainment, or expansion).


• Proven cross-functional program leadership delivering customer-impacting initiatives (e.g., service model changes, claims process redesign, escalations, or product/quality improvements).


• Working knowledge of complex supply chains and planning (e.g., S&OP, forecasting, lead times, capacity constraints, inventory strategy).


• Ability to travel up to 20%.

Preferred:

• MBA and/or PMP/Agile certification


• Process improvement capability (Lean/Six Sigma/Kaizen mindset) with demonstrated results improving service levels, cycle times, and repeat-issue rates