Truly Good Foods

Customer Success Manager

• Serve as the escalation point for complex customer issues and ensure timely resolution and identify root causes to prevent recurrence.
• Build strategic relationships with assigned accounts to increase engagement, retention, and upsell/cross-sell opportunities.
• Monitor customer health metrics and proactively address risks to satisfaction and retention.
• Partner with sales leadership to identify expansion opportunities within existing accounts.
• Lead, coach, and mentor customer success specialists to exceed service, retention, and growth KPIs.
• Conduct quarterly performance reviews and provide ongoing feedback.
• Oversee onboarding and continuous training to develop team expertise in products, services, and customer growth strategies.
• Analyze team performance data, customer feedback, and process efficiency to implement continuous improvements.
• Ensure accurate and timely order processing, invoicing, and credit resolution.
• Collaborate cross-functionally with supply chain, finance and marketing to ensure seamless customer experiences.
• Develop and maintain customer playbooks and order guides.
• Create processes that anticipate customer needs and deliver added value at every interaction.
• Leverage CRM automation to deliver personalized follow-ups, re-engagement campaigns, and other key touchpoints.
• Lead customer success team to deliver exceptional support, foster loyalty, and identify growth opportunities with existing accounts.

Customer Success Supervisor

• Serve as the escalation point for complex customer issues, ensuring timely resolution and identifying root causes to prevent recurrence
• Build strategic relationships with assigned accounts to increase engagement, retention, and upsell/cross-sell opportunities
• Monitor customer health metrics and proactively address risks to satisfaction and retention
• Partner with sales leadership to identify expansion opportunities within existing accounts
• Lead, coach, and mentor customer success specialists to exceed service, retention, and growth KPIs
• Conduct quarterly performance reviews and provide ongoing feedback
• Oversee onboarding and continuous training to develop team expertise in products, services, and customer growth strategies
• Analyze team performance data, customer feedback, and process efficiency to implement continuous improvements
• Ensure accurate and timely order processing, invoicing, and credit resolution
• Collaborate cross-functionally with supply chain, finance and marketing to ensure seamless customer experiences
• Develop and maintain customer playbooks and order guides
• Create processes that anticipate customer needs and deliver added value at every interaction
• Leverage CRM automation to deliver personalized follow-ups, re-engagement campaigns, and other key touchpoints