Position Summary:
Customer Success is an integral part the Penske Digital Experience. They are the driving force behind ensuring the successful use, adoption, and retention of our products and services. Working with our customers, this team ensures we’re building products that our customers love. The Director, Customer Success will oversee the development, maturing, and execution of our Customer Success Program.
In this role, this individual will work collaboratively with leaders and key stakeholders from various cross-functional teams and Business Units to manage and align others to our Customer Success Strategy.
This role will need to maintain a deep understanding of our customers and product lines. They will also focus on three primary functional areas:
Customer Success Strategy – Develop and implement the overall strategic vision for Customer Success. Contribute to and align with strategies from other business units (i.e., Sales, etc.).
Customer Success Enablement – Ensure that the Customer Success team has the right resources, tools, training, etc. to do their work consistently and effectively.
Customer Success Outcomes – Motivative, develop, and guide the Customer Success team to build relationships with customers and help them to achieve their business goals with our solutions.
We are seeking a thoughtful and engaged servant-leader. Someone who possess a high EQ and is passionate about leading and developing others. We need a Strategic thinker with problem-solving experience. Someone who is self-driven, and handles change well. This individual should also be comfortable working in areas that are gray or otherwise undefined while working to develop a path forward. This Leader should also possess strong business acumen and discretion.
Our office is nestled on the picturesque Green Hills campus of Penske Transportation Solution’s corporate location in Reading, PA. The modern, open, and state of the art working space will make you feel like you are working for a tech startup nestled in Silicon Valley! We also offer flexible hybrid work options.
Major Responsibilities:
- Build, Develop, and Lead the Penske Customer Success team.
- Develop Customer Success Strategy & Vision.
- Develop customer adoption, retention, and expansion strategies.
- Customer Success Enablement
- Drive customer outcomes, product adoption, and customer experience.
- Lead cross-functionally to deliver customer success.
- Define and optimize customer journey.
- Operational Excellence
- Ensure the delivery of a legendary customer experience.
- Review and prioritize customer feedback.
- Identify product and service opportunities and gaps.
- Monitor KPIs and metrics for team performance and customer outcomes.
- Utilize data to make informed decisions and track strategic initiatives.
- Report out on team performance, goals, wins, and updates.
- Build and nurture relationships in the Sales Organization.
- Work closely with Sales leadership on strategic initiatives.
- Other duties/responsibilities as assigned by manager.
Qualifications:
- Bachelor’s Degree required; Master’s Degree preferred.
- 10+ years in leadership, business, customer service, marketing, IT, or related fields.
- 5+ years - team management and development.
- Experience in influencing and/or driving alignment with senior leadership on strategic initiatives.
- Demonstrated experience leading customer success, sales, or other service-oriented teams.
- Strong Leadership skills
- Strong Interpersonal Skills
- Excellent Communication Skills (i.e., written and verbal)
- Strong Presentation Skills
- Strong Business Acumen
- A Leader with proven ability to influence peers and executives, motivate direct reports.
- Aptitude and passion for Technology
- Strategic Planning
- Critical Thinking and Problem Solving
- Marketing and Sales Skills
- Regular, predictable, full attendance is an essential function of the job.
- Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.
Physical Requirements:
• The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Penske is an Equal Opportunity Employer
About Penske Truck Leasing/Transportation Solutions
Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.
Job Category: Executive
Job Family: Operations
Address: 100 Gundy Drive
Primary Location: US-PA-Reading
Employer: Penske Truck Leasing Co., L.P.
Req ID: 2609442
Penske: Your Next Mission Starts Here
At Penske, we're more than the bright yellow trucks seen on highways across North America. We're a team of more than 40,000 associates working together to keep businesses moving, communities connected, and supply chains running. Our operations span fleet management, commercial leasing, truck rental and supply chain solutions – serving many of the world's leading brands across automotive, healthcare, retail, food and beverage, and more.
Success at Penske is driven by people who are adaptable, customer-focused and committed to excellence – qualities that align closely with the leadership, accountability and problem-solving skills developed through military service.
Standing Strong With Our Veterans
Veterans are an essential part of our team and make up nearly 10% of all new hires at Penske. We're dedicated to helping you succeed in the next phase of your journey. Since signing the Statement of Support for the Guard and Reserve in 2009, we've built dedicated programs to help service members transition confidently into civilian careers.
Our veteran hiring initiatives are supported through military publications, veteran-focused job boards and strong partnerships with military-friendly organizations. Penske is proud to be recognized for over a decade as a leading Military Friendly Employer, reflecting our longstanding respect for your service and our commitment to your future.
A Place Where Veterans Thrive
At Penske, our veterans continue their commitment to service by guiding fellow servicemen and women as they transition into civilian careers. They offer guidance, encouragement, and support to help navigate one of life's biggest changes.
Our Veterans Business Resource Group (VBRG), launched in 2022, connects nearly 2,500 veterans and allies across the nation. Through career development, networking, community outreach and mentorship, the VBRG empowers members to grow professionally and make an impact both within Penske and in the communities we serve. Geographically based chapters are led by dedicated volunteers who create programs and events that uplift our members, strengthen our business and support the communities we proudly serve.
Support Built for Your Transition
Penske offers dedicated resources to help veterans successfully move into civilian careers:
- Resume and Interview Support Programs: In partnership with the USO Pathfinder Program and installation transition services, we offer resume reviews, mock interviews, and transition seminars designed specifically for veterans. Our goal is to help you showcase the strengths you earned through service and feel confident navigating the job search and interview process.
- Dedicated Military Recruiting Team: A team focused exclusively on connecting veterans with the right opportunities at Penske.
- Corporate Fellowship Program: Structured pathways to leadership roles within our corporate operations.
- Driver Apprenticeship Program: Hands-on training to launch a career behind the wheel.
Find Your Role at Penske
We look for candidates whose military experience aligns with our core operational needs:
- Information Technology: Analytical problem-solvers with attention to detail who excel at troubleshooting, security and innovation to keep operations running smoothly.
- Supply Chain Operations: Associates experienced in planning, inventory control and executing operations under time constraints, ensuring the right products move efficiently with accuracy and accountability.
- Warehouse: Reliable, detail-oriented team members with experience handling inventory, equipment and materials in fast-paced settings, reflecting Penske's emphasis on strong work ethic, safety and productivity.
Launch Your Career
Sales and Operations Management Trainee Program
Penske's Sales and Operations Management Trainee Program provides recent graduates and emerging leaders with hands-on experience across our business. Participants receive personalized training, coaching, and real-world responsibilities that help develop leadership, customer service, sales, and operational management skills. For veterans accustomed to leading teams and managing resources in dynamic environments, the program offers a strong foundation for long-term career success.
Military Supply Chain and Logistics Trainee Program
Penske's Logistics Trainee Program is a structured management trainee experience that provides hands-on training across multiple logistics functions, preparing you for future leadership roles within Penske Logistics. You'll be introduced to top-tier technologies, collaborative teams and opportunities to drive innovation and continuous improvement — with a fast track to advancement upon graduation.
Whether you're transitioning from military service, pursuing your degree, or seeking your next leadership challenge, Penske offers opportunities to build a rewarding career with a company that values service, integrity, teamwork, and continuous growth.
At Penske, your experience matters, your contributions have an impact, and your next mission starts here.