Director, Customer Success & Inside Sales

Hu-Friedy Mfg. Co., LLC•Des Plaines, IL

1d•Onsite

About The Position

The Director, Customer Success & Inside Sales is a senior leadership role responsible for transforming how HuFriedyGroup engages, supports, and grows its customers. This role provides strategic direction, operational leadership, and people development across Customer Success, Inside Sales, and Technical Services, with a clear mandate to modernize customer-facing capabilities through technology, data, automation, and process redesign. While accountable for strong execution in today’s operating model, this leader is expected to build future-ready, scalable customer engagement models that improve customer experience, drive commercial outcomes, and reduce manual effort over time. The role owns the customer-facing order experience, including manual order entry, order visibility, exception management, and proactive communication, in close partnership with Supply Chain, Manufacturing, and Distribution. In addition, this role ensures a consistent, high-quality customer experience across HuFriedyGroup service offerings, including EverCare, Environdent, and BI/CI Labs. This role is accountable for delivering key financial and operational objectives, including revenue, margin, budget management, product penetration, customer feedback, complaint resolution, technical support, order management, and inventory performance. Reporting to the SVP of North America Sales, the position partners with cross-functional leaders to advance the full HuFriedyGroup value proposition.

Requirements

Bachelor’s degree in Business or a related field.
15+ years of Sales or Customer Service experience, or a mixture of sales and Customer Service within a "best practices" environment
10+ years of management experience required
Familiarity with dealer channel, distribution, and/or business to business marketing
Proven track record of identifying and recruiting high potential employees and teaching/motivating them to be outstanding performers
Must be available during common customer hours, which can vary (and may include evening hours)
Proficiency with Microsoft Office
Experience utilizing SAP
Excellent communication, negotiation, and interpersonal skills
Ability to travel up to 10%

Nice To Haves

Master’s degree in Business Administration or a related discipline
3 to 5 years of dental or medical sales, marketing or distribution experience in a management capacity is desirable
Service sales and sales automation experience strongly preferred

Responsibilities

Provide strategic leadership for Customer Success and Inside Sales, advancing the HuFriedyGroup value proposition across a multi-channel customer base in North America and global markets.
Define and execute a multi-year roadmap to transform Customer Success and Inside Sales into digitally enabled, scalable, and outcome-driven capabilities.
Serve as the voice of the customer by maintaining strong relationships with end users, channel partners, and schools while ensuring customer insights inform business priorities and strategic initiatives.
Lead Inside Sales to achieve revenue growth and quota attainment across products and technical services in partnership with Sales and Marketing leadership.
Oversee order entry and support processes across non-digital and digital channels, ensuring accuracy, responsiveness, and efficiency while driving automation and reduction of manual effort.
Partner with Supply Chain, Manufacturing, and Distribution to ensure order visibility, proactive communication, and effective management of customer issues and exceptions.
Ensure a seamless customer experience across key programs and service offerings (including EverCare, Environdent, BI/CI Labs, and sharpening services), including onboarding, education, enrollment support, and ongoing service.
Leverage customer, service, and call center data to identify trends, monitor performance, and deliver actionable insights and improvement plans to senior leadership.
Establish and monitor key metrics for customer satisfaction, service quality, operational performance, and departmental effectiveness.
Build team capability through organizational design, training programs, and skills development to support evolving customer success and inside sales capabilities.
Drive operational excellence through continuous improvement and Lean initiatives, eliminating root causes of repeat contacts, order issues, and service failures.
Ensure compliance with regulatory, safety, and ISO standards while supporting serviceability requirements for new products and managing operational programs such as recycling initiatives and service plans.
Lead and develop managers and senior professionals overseeing Inside Sales, Technical Service, and Customer Support teams, fostering a high-performance culture through coaching, mentorship, and clear accountability for results.
Provide overall leadership, direction, and coordination of these teams to ensure alignment with organizational priorities and delivery of exceptional customer and commercial outcomes.
Execute leadership responsibilities in accordance with company policies, values, and applicable employment laws while modeling strong leadership and ethical standards.
Oversee key talent management processes including hiring, onboarding, workforce planning, performance management, recognition, and corrective action to ensure a strong and engaged team.
Utilize performance reporting and analytics to drive accountability, measure progress against goals, and continuously improve team effectiveness and sales performance.