Vice President, Customer Success

Rich's, also known as Rich Products Corporation, is a globally recognized family-owned food company dedicated to inspiring possibilities across the food industry. Established with a commitment to quality and innovation, Rich's offers a diverse portfolio that includes cakes, icings, pizzas, appetizers, and specialty toppings. These products serve a wide array of customers, ranging from home users to restaurants and large-scale bakeries around the world. With over 13,500 associates working in more than 100 locations globally, and annual sales reaching approximately $5.9 billion, Rich's has firmly established itself as a leader in the global food industry. The company's reach spans multiple channels including foodservice, retail, in-store bakery, deli, and prepared foods, reflecting its comprehensive approach to industry needs and trends.

As a family-owned business, Rich's prioritizes the well-being and development of its associates while fostering a culture built on inclusion, continuous innovation, and customer-centric solutions. The company operates with the vision of creating infinite possibilities for its customers and associates, reinforcing the sense that together as one family, they can achieve remarkable outcomes.

The Vice President of Customer Success at Rich's is a pivotal leadership role charged with the responsibility of shaping and driving the global strategy for customer success across all channels and regions. This executive role holds a strong emphasis on leveraging cutting-edge technologies such as artificial intelligence (AI), advanced analytics, and digital enablement tools to enhance productivity, operational efficiency, and the overall customer experience. The position demands a forward-thinking leader who can align internal teams as well as External Service Organization (ESO) managed teams to deliver exceptional and consistent service.

Key to this role is the transformation of customer success operations through AI-enabled workflows, automation, and self-service capabilities designed to boost associate productivity and responsiveness to customer needs. The Vice President is expected to instill a culture of continuous improvement, innovation, and data-driven decision making among customer success teams globally. This leadership position also involves developing comprehensive strategies to maximize customer satisfaction, retention, and expansion, ensuring that Rich's continues to strengthen its competitive edge worldwide.

The role also champions the adoption of AI and analytics to proactively monitor and improve customer health, anticipate service issues, and drive accuracy by automating decision-making processes. By partnering with technology, data analytics, and leadership teams, the incumbent deploys sophisticated AI-driven tools like intelligent case management, demand pattern recognition, sentiment analysis, and predictive insights to streamline service delivery and enhance first-contact resolution rates.

In addition, the Vice President designs tailored customer success strategies specific to each channel, leveraging data segmentation and AI insights to continually monitor performance through advanced dashboards and predictive metrics. This enables dynamic adjustment of service models and optimal resource allocation. The position demands active management of scalable customer feedback mechanisms, utilizing AI-powered sentiment analysis and trend detection to continuously refine service processes and increase profitability.

Strong financial stewardship is essential, with responsibilities including KPI definition and monitoring, focusing on metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), cost-to-serve, and productivity per associate. The role also involves leading departmental budgeting efforts to reinvest efficiency gains into initiatives that enhance customer engagement and growth.

Moreover, the Vice President must nurture strategic partnerships with ESO vendors to align on AI adoption, digital tool utilization, service standards, and performance metrics, fostering continuous improvement through shared analytics and best practices. Ensuring global standardization and scalability of customer success practices across regions while respecting local market needs rounds out the role's comprehensive scope.

Candidates for this senior position should possess 10 to 15 years of progressive leadership experience in customer success or related fields, a bachelor's degree in business, marketing, supply chain, or a related discipline (master's degree preferred), and a proven track record of leveraging AI and automation for operational excellence. Strong analytical skills, strategic vision, excellent communication, and experience managing geographically distributed teams are critical for success. This role offers an annual salary range of $165,121 to $275,201, reflecting the significant impact and responsibility held. Working at Rich's also means being part of a family-oriented culture that values associate well-being through numerous benefits and programs designed to foster a supportive and inclusive workplace environment.