Customer Success Supervisor

Department: Sales    Location: DC

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.
• Directly supervise hourly employees, including interviewing, hiring, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Requirements

• 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 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.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Knowledge of Microsoft Office Suite and CRM systems.
• Periodic access to confidential data including wages and salaries, financial statements, customer quotes, product costs, and company plans, designs, and/or programs.

Physical Demands

• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision.
• Regularly required to sit; use hands to feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand and walk.

Work Environment

• Work is performed in an office environment with infrequent disruptions.
• The noise level in the work environment is usually moderate.

Travel

• Once a year to attend the National Sales and Marketing Meeting (air or land travel).

Benefits

• Affordable healthcare (medical, dental, vision).
• Health Savings Account (HSA), Health Reimbursement Account (HRA), and Flexible Spending Account (FSA).
• Short-term disability insurance (company-paid).
• Basic life insurance equal to annual salary (company-paid).
• Employee Assistance Program (company-paid).
• Long-term disability insurance.
• Opportunity to purchase additional voluntary insurance coverage: life insurance, accident, whole life, prepaid legal.
• Paid Time Off (PTO).
• 9 paid holidays per year.
• 401(k) plan (eligible after 6 months of employment).