About this 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. Key Responsibilities Customer Relationship Management & Growth • 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. Team Leadership & Development • 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. Operational Excellence • 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. Customer Experience Optimization • 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.