Director, Customer Success & Inside Sales
Listed on 2026-03-10
-
Business
Customer Success Mgr./ CSM, Business Management
Join Our Team at Hu Friedy Group – Innovating Excellence in Dental Instrument Manufacturing
Hu Friedy Group is a leading manufacturer of dental instruments and infection prevention products. Our 10,000-plus products, hand‑crafted by highly skilled artisans, are known for their precision, performance, longevity, reliability, and quality. To help dental professionals be The Best in Practice, Hu Friedy Group provides a unique combination of world class products, value‑added services, clinical education, and dental community platforms that result in superior clinician performance and enhanced safety for dental professionals and their patients.
Working at Hu Friedy Group is so much more than a job, as every employee has a part in driving and supporting the organization’s inspirational vision to be a global force in advancing dental performance through Best‑In‑Practice dentistry that improves lives around the world.
Location: This role will be on‑site starting in Des Plains and moving to Northbrook in late spring 2026. Candidate must be comfortable with this location shift.
About The Role
The Director, Customer Success & Inside Sales is a senior leadership role responsible for transforming how Hu Friedy Group engages, supports, and grows its customers. This role provides strategic direction, operational leadership, and people development across Customer Success, Inside Sales, and Technical Services, with a clear mandate to modernize customer‑facing capabilities through technology, data, automation, and process redesign. While accountable for strong execution in today’s operating model, this leader is expected to build future‑ready, scalable customer engagement models that improve customer experience, drive commercial outcomes, and reduce manual effort over time.
The role owns the customer‑facing order experience, including manual order entry, order visibility, exception management, and proactive communication, in close partnership with Supply Chain, Manufacturing, and Distribution. In addition, this role ensures a consistent, high‑quality customer experience across Hu Friedy Group service offerings, including Ever Care, Environdent, and BI/CI Labs.
This role is accountable for delivering key financial and operational objectives, including revenue, margin, budget management, product penetration, customer feedback, complaint resolution, technical support, order management, and inventory performance. Reporting to the SVP of North America Sales, the position partners with cross‑functional leaders to advance the full Hu Friedy Group value proposition.
Key Responsibilities- Provide strategic leadership for Customer Success and Inside Sales, advancing the Hu Friedy Group value proposition across a multi‑channel customer base in North America and global markets.
- Define and execute a multi‑year roadmap to transform Customer Success and Inside Sales into digitally enabled, scalable, and outcome‑driven capabilities.
- Serve as the voice of the customer by maintaining strong relationships with end users, channel partners, and schools while ensuring customer insights inform business priorities and strategic initiatives.
- Lead Inside Sales to achieve revenue growth and quota attainment across products and technical services in partnership with Sales and Marketing leadership.
- Oversee order entry and support processes across non‑digital and digital channels, ensuring accuracy, responsiveness, and efficiency while driving automation and reduction of manual effort.
- Partner with Supply Chain, Manufacturing, and Distribution to ensure order visibility, proactive communication, and effective management of customer issues and exceptions.
- Ensure a seamless customer experience across key programs and service offerings (including Ever Care, Environdent, BI/CI Labs, and sharpening services), including onboarding, education, enrollment support, and ongoing service.
- Leverage customer, service, and call center data to identify trends, monitor performance, and deliver actionable insights and improvement plans to senior leadership.
- Establish and monitor key metrics for customer satisfaction, service quality, operational performance,…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).