Customer Success Supervisor

Overview

The Customer Success Supervisor at Truly Good Foods plays a crucial role in delivering outstanding service while driving customer growth. This position focuses on enhancing customer lifetime value through proactive relationship management, prompt issue resolution, and process enhancements to improve the overall customer journey. Leading the customer success team, the supervisor works to maximize support quality, foster client loyalty, and uncover growth opportunities within current accounts.

Key Responsibilities

• Act as the escalation point for complex customer issues, ensuring quick resolutions and identifying root causes to avoid future problems.
• Cultivate strategic relationships with assigned customers to boost engagement, retention, and promote upselling or cross-selling.
• Track customer health metrics and proactively manage risks related to satisfaction or retention.
• Collaborate with sales leadership to pinpoint expansion possibilities within existing client accounts.
• Lead, develop, and mentor customer success specialists to consistently meet or surpass service, retention, and growth objectives.
• Conduct quarterly performance assessments and provide continuous constructive feedback.
• Manage onboarding and ongoing training to deepen team expertise in products, services, and customer growth methodologies.
• Analyze team performance data and customer feedback to drive continuous improvements in processes.
• Ensure timely and accurate order processing, invoicing, and manage credit issue resolution.
• Work cross-functionally with supply chain, finance, and marketing teams to deliver flawless customer experiences.
• Develop and update customer playbooks and order guides to streamline interactions.
• Create anticipatory customer service processes that add value with every engagement.
• Utilize CRM automation tools for personalized follow-ups, re-engagement efforts, and key customer touchpoints.

Knowledge and Skills

• Proficient reading and interpretation of safety regulations, maintenance instructions, and procedural manuals.
• Effective written and verbal communication skills suitable for interacting with customers and team members.
• Ability to perform algebraic calculations, discounts, commissions, and percentages accurately.
• Problem-solving skills with the capacity to handle diverse variables in less standardized scenarios.
• Competency with Microsoft Office applications and CRM platforms.

Experience and Education

High school diploma or GED preferred, combined with four to five years of relevant work experience or equivalent education and experience. A minimum of three years in a supervisory role is required.

Physical and Work Environment

• Occasional lifting or moving of items up to 25 pounds.
• Regularly required to sit, use hands, reach, talk, and hear; standing and walking occasionally.
• Work predominantly occurs in a moderate noise office setting with infrequent disruptions.

Travel

Annual travel required to attend the National Sales and Marketing Meeting, involving air or land transport.

Benefits

• Affordable medical, dental, and vision insurance coverage.
• Access to Health Savings Account (HSA), Health Reimbursement Account (HRA), and Flexible Spending Account (FSA).
• Company-paid Short Term Disability and Life Insurance equivalent to annual salary.
• Employee Assistance Program covered by the organization.
• Long Term Disability Insurance.
• Option to purchase additional voluntary insurances including Life, Accident, Whole Life, and Prepaid Legal plans.
• Paid Time Off and nine annual paid holidays.
• Eligibility for 401(k) plan participation after six months of employment.