Customer Success Supervisor

Application Deadline : 26 September 2025

Department : Sales

Location : DC

Overview

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

• Customer Relationship Management & Growth

Serve as the escalation point for complex customer issues, ensuring timely resolution and identifying root causes to prevent recurrence.

Lead, coach, and mentor customer success specialists to exceed service, retention, and growth KPIs.

Analyze team performance data, customer feedback, and process efficiency to implement continuous improvements.

Develop and maintain customer playbooks and order guides.

Qualifications

This job will have periodic access to confidential data including wages and salaries, financial statements, customer quotes, product costs, and company plans, designs, and / or programs.

Language Ability : Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees. Read and understand English.

High school diploma or GED; or four to five years related experience and / or training; or equivalent combination of education and experience.

Occasionally lift and / or move up to 25 pounds. Specific vision abilities required include close vision. Regularly sit; use hands; reach with hands and arms; talk or hear. Occasional standing and walking.

Office environment with infrequent disruptions. Noise level usually moderate.

Once a year to attend the National Sales and Marketing Meeting. Travel by air or land.

Benefits

Affordable healthcare (medical / dental / vision). Participation in Health Savings Account (HSA), Health Reimbursement Account (HRA), and Flexible Spending Account (FSA). Short Term Disability Insurance paid by the company. Basic life Insurance equal to annual salary paid by the company. Employee Assistance Program – paid by the company. Long Term Disability Insurance. Opportunity to purchase additional voluntary insurance coverage (Life, Accident, Whole Life). Prepaid Legal. PTO (Paid Time Off). 9 Paid Holidays per year. 401-k Plan (eligible after 6 months of employment).

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