Director of Commercialization and Customer Success

Director of Commercialization & Customer Success Company:

Genera Location:

Vonore, TN Department:

Commercial/ Sales Reports To:

Chief Commercial Officer Position Summary:

The Director of Commercialization & Customer Success is responsible for leading Genera's end-to-end commercialization strategy while building a best-in-class customer experience function. This role serves as a key commercial leader and brand ambassador, ensuring seamless execution from product development through customer adoption, satisfaction, and long-term growth. This position blends strategic commercialization leadership with operational ownership of the customer journey. This includes order-to-cash processes, voice of customer (VOC), and customer success performance. The Director will champion customer-centricity across the organization while balancing profitability, scalability, and operational excellence. A passion for sustainability, decarbonization, and innovative packaging solutions is essential, as this role plays a critical part in helping customers reduce their environmental footprint.

Key Responsibilities:

Commercialization & Go-to-Market Leadership Lead commercialization of new and existing products from concept through successful market launch. Partner with R&D, Operations, and Marketing to align product readiness with customer requirements. Develop and execute go-to-market strategies including pricing, positioning, and launch execution. Support sales efforts in closing new business, particularly for new product introductions and innovations. Collaborate with commercial teams to introduce new concepts and programs to National Key Accounts. Customer Success & Experience Leadership Build and lead a best-in-class customer success and customer service function. Champion a customer-first culture across Genera, driving industry-leading service standards. Own and implement Voice of Customer (VOC) programs, including feedback collection, metrics, and continuous improvement initiatives. Establish and monitor customer satisfaction KPIs, retention metrics, and service performance standards. Act as a senior point of contact for key customers, ensuring strong relationships and long-term partnership growth. Order-to-Cash & Customer Operations Ownership Own all commercial aspects of the order-to-cash process, ensuring accuracy, efficiency, and customer satisfaction. Oversee customer systems (ERP, CRM) to ensure timely and accurate processing of orders, forecasts, and communications. Manage customer inputs including forecasts, order requirements, vendor-managed inventory programs, and complaint resolution. Ensure compliance with customer agreements, contracts, and service expectations. Lead escalation resolution processes, balancing customer satisfaction with company profitability. Cross-Functional Leadership & Execution Serve as the primary liaison between customers and internal teams to ensure alignment and execution. Collaborate closely with Sales, Supply Chain, and Operations to scale new customers and support product launches. Partner with Marketing to develop sales tools, collateral, and customer-facing messaging. Ensure effective communication of product developments, improvements, and innovations to customers. Team Leadership & Capability Building Build, develop, and lead the customer success/customer service team, including hiring, training, and performance management. Create and implement standardized processes, policies, and training programs to scale the function. Develop performance metrics and dashboards to drive accountability and continuous improvement. Revenue Growth & Strategic Accounts Support strategic account planning and growth initiatives to increase share of wallet. Identify opportunities for upselling, cross-selling, and long-term value creation. Negotiate customer outcomes that balance satisfaction with profitability. Manage select key or house accounts as needed. Customer Engagement & Market Development Act as a brand ambassador for Genera, both internally and externally. Support external messaging around sustainable, U.S.-produced non-wood fiber solutions. Stay ahead of industry trends and apply best practices to enhance customer experience and commercialization success. Manage programs such as sales samples, customer inquiries, and engagement tools to maximize value perception. Qualifications Bachelor's degree in Business, Marketing, or related field (MBA preferred). 8-12+ years of experience in commercialization, customer success, sales, or customer service leadership. Proven experience managing customer service or customer success teams in a B2B environment. Strong track record of delivering customer value while driving revenue growth and profitability. Experience in manufacturing, packaging, or sustainable materials preferred. Experience managing complex customer requirements, systems (ERP/CRM), and cross-functional initiatives. Key Competencies Customer-centric leadership mindset Strategic thinking with strong execution skills Excellent communication, negotiation, and presentation abilities Ability to navigate ambiguity in a fast-growing environment Strong analytical and problem-solving capabilities Proficiency in CRM, ERP, and business systems Physical Requirements Ability to sit, stand, and work at a computer for extended periods. Occasional lifting of up to 25 pounds (samples, materials). Ability to travel as needed. \Travel Requirements Approximately 15-30% travel. Disclaimer The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Responsibilities may evolve based on business needs.