Job Description

About the Role

The Customer Success Supervisor ensures our customers not only receive exceptional service but also grow with Truly Good Foods. This role focuses on maximizing customer lifetime value through proactive relationship management, issue resolution, and process improvements that enhance the customer experience. The Supervisor leads their customer success team to deliver exceptional support, foster loyalty, and identify growth opportunities with existing accounts.

Responsibilities

• 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.

Qualifications

• 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.
• Six plus years of supervisory experience.

Required Skills

• Exceptional customer service skills.
• Strong leadership and team management abilities.
• Proficient in CRM software and data analysis.

Preferred Skills

• Experience in the food industry.
• Knowledge of customer success metrics and KPIs.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.

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