Customer Success Supervisor
Truly Good Foods
Customer Success Supervisor
Truly Good Foods
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Requirements
- Directly supervises hourly employees and carries out supervisory responsibilities including interviewing, hiring, training, planning, assigning, directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems
- High school diploma or general education degree (GED); or four to five years related experience and/or training; or equivalent combination of education and experience
- Three plus years of supervisory experience
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
- Ability to write routine reports and correspondence
- Ability to speak effectively before groups of customers or employees of an organization
- Ability to read and understand English
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; ability to apply concepts of basic algebra
- Ability to solve practical problems and deal with a variety of concrete variables
- Knowledge of Microsoft Office Suite and CRM systems
