Customer Success Supervisor
Truly Good Foods
Customer Success Supervisor
Truly Good Foods
full-time
Posted on:
Origin: • 🇺🇸 United States • North Carolina
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Periodic access to confidential data including wages and salaries, financial statements, customer quotes, product costs, and company plans, designs, and/or programs.
- Directly supervises hourly employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Follows standard practices and procedures and expected to accomplish work assignments with a limited amount of supervision.
- 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 in situations where only limited standardization exists.
- Knowledge of Microsoft Office Suite and CRM systems.
- 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.
- Occasionally lift and/or move up to 25 pounds; specific vision abilities required.
