Director, Customer Success

Date:  May 20, 2023

Phoenix, Arizona, US

Company:  WillScot | Mobile Mini
Req ID:  49348

At WillScot Mobile Mini (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve.


We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.


Our values are our foundation. We’re constantly striving to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot Mobile Mini and who we are, click here.


Come build your future with us!



The Director of Customer Success reports to the EVP, Chief Admin Officer and will oversee five Customer Service Centers comprised of approximately 150 team members across the US and Canada. The teams are responsible for customer success, billing and work order management and are the primary points of contact for our customers. This role is responsible for proficiently leading the team and driving initiatives that support our customers. 


  • Develop and implement programs for the customer success team that include organization change, convergence, training on systems, technology, and process improvements, dealing with difficult customers and selling Value-Added Product Solutions (VAPS) 
  • Manage ~$10 million department budget
  • Promote operational excellence: identifying and executing opportunities to optimize and automate our organizational systems and processes with a focus on agility
  • Review, design and execute on improvements to org structure and skills/knowledge expansion
  • Ensure strategic goals are met
  • Utilize Salesforce Service Cloud to track, analyze, and report performance data on key departmental initiatives
  • Interact with stakeholders to set expectations, review objectives and coordinate resources across the individual team's projects
  • Maintain a high-performance environment by monitoring the team tasks and ensuring a balanced workload for service profitability
  • Assess training needs and select training tools for team members
  • Lend expertise to internal teams and task forces
  • Communicate with staff to ensure policies and procedures are adhered to and maintained



  • Bachelor’s degree in related technical or business discipline from a four-year college or university 
    • Master preferred 
  • 10 years of demonstrated experience in customer experience or other customer centric roles; with at least 5 in a leadership role 
  • A proven track record in leadership positions, preferably in customer support, operations, and/or sales management


Skills and Abilities: 

  • Strong planning and process skills with the ability to implement a vision throughout the team
  • Passion for data-driven decision making
  • Motivated, energetic, adaptable paired with a high growth-mindset
  • Strong influencing skills, with a reputation for getting things done effectively
  • Excellent oral and written communication skills, including Executive-level presence 
  • Superb people and management skills and ability to interact with peers, senior Executives, cross-functional stakeholders, and external third parties
  • Ability to handle interpersonal relationships judiciously, professionally, and empathetically
  • Experience in utilizing Salesforce
  • Experience leading in a large company environment across multiple locations 
  • Ability to travel overnight approximately 25% 



Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed.


WillScot Mobile Mini provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


WillScot Mobile Mini embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills.

The more inclusive we are, the stronger we will be!

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