Daikin Applied Americas · 1 week ago
Sales Customer Care Vice President
Plymouth, MN
Full-time
Hybrid
Director/Executive
$182K/yr - $320K/yr
15+ years expDaikin Applied Americas is the world's largest HVAC company, recognized by Forbes as one of America's Best-In-State Employers 2025. They are seeking a Vice President of Customer Success to lead the strategy and organization focused on delivering innovative solutions and an exceptional customer experience while driving customer retention and overseeing the long-term vision for the Customer Success department.
Consumer GoodsElectronicsHeating Ventilation and Air Conditioning (HVAC)Manufacturing
No H1B
Responsibilities
Develops and drives a comprehensive customer success strategy, in alignment with the business, to improve satisfaction, increase retention, and drive revenue growth. This includes defining the Daikin Applied’s vision for customer success and aligning its goals with broader business objectives
Develops scorecard and long-term goal planning (Fusion 30)
Develops and defines a customer communication and contact strategy
Creates playbooks for customer success
Builds and provides leadership and executive oversight of Customer Success Organization ensuring we deliver an unrivaled customer experience
Standardizes best in class processes and drive consistency in handling customer inquiries, complaints, claims, and escalations
Ensures effective utilization of systems to support data-driven decisions and improve the customer experience
Ensures goals and metrics are clear and provides organizational updates to the executive level
Creates change and communication plans in support of the customer success organizational transformation
Resolves customer challenges and concerns in a timely manner
Leverages processes and technology to improve efficiency, effectiveness, and customer experience
Develops and tracks key performance indicators (KPIs) to measure the effectiveness of the customer success team including customer satisfaction
Analyzes performance data to identify trends and opportunities for improvement
Implements data-driven solutions to enhance customer success outcomes
Uses data analytics to identify trends, root causes, and opportunities for process improvement
Leads continuous improvement initiatives that reduce friction points in the post-sale experience and increase customer trust
Promotes a customer-centric culture by collaborating with other departments (Engineering, Quality, TRC, Warranty, Parts, Manufacturing, Sales) to create seamless customer experiences
Aligns cross-functional teams, breaking down silos, to ensure customer success is integrated into all business functions, from sales and marketing to product and engineering
Leads company-wide customer success initiatives by partnering with executives and ensuring effective handoffs between departments
Champions customer needs across the organization and fosters collaboration to prioritize customer-centric decision-making
Fosters a culture of customer centricity across business units by embedding customer success principles into daily operations
Collaborates with Engineering, quality, and Service leaders to provide customer insights that inform product improvement and service design
Partners with digital to systemize customer support and improve data and reporting options to better serve our customers
Leads, mentors, and motivates the customer success team, fostering a culture of high performance and continuous improvement
Recruits and onboards top talent, building a high-performing team capable of exceeding customer expectations and business goals
Provides ongoing coaching and professional development to team members, empowering them to grow in their roles
Establishes clear performance goals and expectations, ensuring accountability and alignment with company objectives
Promotes a collaborative and inclusive team environment that encourages knowledge sharing and innovation
Qualification
Required
4 year Bachelor's degree
15 years related experience in Customer Success, Service, or related functions, with proven success in driving customer satisfaction and loyalty
12 + years of people leadership experience
Strong background in building & scaling a customer success organization from the ground up
Demonstrated ability to optimize customer lifecycle processes within established systems and policies
Skilled in resolving complex customer challenges with fairness, creativity, and diplomacy
Excellent cross-functional leadership skills with the ability to influence peers and executives
Strong business acumen, with the ability to translate customer insights into actionable business strategies
Strong relationship skills and ability to work cross-functionally and be customer facing
Ability to analyze data and use that to drive decisions
Strong communication and customer service skills
Work visa sponsorship is not available for this position
Preferred
MBA and/or Certification in CES coursework
Benefits
Multiple medical insurance plan options + dental and vision insurance
401K retirement plan with employer contributions matching 100% of the first 3% of employee contributions and 50% on the next 2% of employee contributions
Company provided life insurance + optional employee paid voluntary life insurance, dependent life coverage and voluntary accident coverage
Short term and long-term disability
3 weeks of paid time off for new employees + 11 company paid holidays
Vacation accrues on a monthly basis, unless applicable federal, state and local law requires a faster accrual
Paid sick time in accordance of the federal, state and local law
Paid parental leave and tuition reimbursement after 6 months of continuous service
Company
Daikin Applied Americas
Daikin Applied delivers superior air quality and energy efficiency to every solution with innovation in advanced technology, IoT, and next generation compressors.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Ashish Srivastava
SVP, Chief Digital Officer (CDO)
Jeff Shusta
Senior Vice President, Corporate Strategy & Development
Recent News
Twin Cities Business
2025-12-30
2025-12-11
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