At Rite-Hite, your work makes an impact. As the global leader in loading dock and door equipment, we design and deliver solutions that keep our customers safe, secure, and productive. Here, you’ll find innovation, stability, and the chance to grow your career as part of a team that’s always looking ahead.
Job Description
The Customer Excellence Leader owns customer experience and continuous improvement across Arbon and leads the Customer Success function for the Rite-Hite ONE (RHOne) platform. This role connects the physical product, service, and digital customer experience into one consistent journey, from first sale through installation, onboarding, adoption, value realization, retention, and renewal.
Job Responsibilities:
Customer Experience Governance & Continuous Improvement
Own end-to-end customer experience governance across Arbon and RHOne, ensuring consistent, high-quality customer engagement across sales, service, and digital solutions.
Partner with Regional Sales, Regional Service & Install, and other key leaders to identify customer issues and improvement opportunities.
Establish processes to identify, prioritize, and resolve cross-functional issues impacting customers.
Establish and lead formal Continuous Improvement, Voice of Customer (VoC), and Voice of Employee (VoE) programs that systematically identify, prioritize, and address opportunities to improve customer experience, employee effectiveness, operational performance, and cross-functional execution.
Lead continuous improvement mechanisms, including proactive improvement crowd-sourcing, vendor corrective and preventative actions, continuous improvement auditing, and recognition and reward programs.
Voice of Customer & Innovation
Own translation of voice-of-customer insights into customer journeys that drive consistent experience and excellence across sales, service, and digital solutions.
Establish and govern a closed-loop VoC process that aggregates customer feedback, usage patterns, operational barriers, and business outcomes; translate insights into prioritized requirements and recommendations for Product Management, MTZ, ISG, and Distribution; and track decisions, ownership, roadmap disposition, and follow-through back to customers and the Customer Success team.
Own the innovation intake and stage-gate process, identifying and prioritizing opportunities and partnering with Operational Excellence, Commercial Enablement, Business Units, IT, and other stakeholders to scope and pilot AI, automation, and other innovative solutions; develop business cases, establish success measures, and evaluate pilot ROI to inform broader adoption.
RHOne Customer Success Strategy & Operating Model
Provide strategic leadership and accountability for RHOne customer success and software adoption, ensuring the customer lifecycle (onboarding, activation, adoption, value realization, expansion, retention, and renewal) is integrated into the broader Customer Excellence strategy and delivers measurable customer and business value.
Define the Customer Success operating model, including customer segmentation, coverage and capacity, lifecycle stages, engagement standards, success plans, health scoring, executive business reviews, risk management, and escalation paths.
Build and sponsor the organizational capability required to scale RHOne customer success, ensuring the right operating model, talent, technology, processes, and strategic customer engagement are in place for RHOne and future digital solutions.
Champion enterprise alignment across Sales, Service, Product, IT/Engineering, and Customer Excellence to remove barriers to adoption, strengthen the connection between physical products, service, and digital solutions, and ensure customer feedback and usage insights influence product strategy and roadmap priorities.
Team Leadership
Lead, coach, and develop a team of Customer Success Managers, including hiring, onboarding, goal setting, performance management, career development, and…