Customer Success Supervisor

Description

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

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

Operational Excellence

Customer Experience Optimization

Skills, Knowledge and Expertise

Scope of Responsibility

statements, customer quotes, product costs, and company plans, designs, and / or programs.

organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training

employees; planning, assigning, and directing work; appraising performance; rewarding and

disciplining employees; addressing complaints and resolving problems.

with a limited amount of supervision.

Knowledge and Skill Requirements

and understand English.

in written, oral, diagram, or schedule form.

Microsoft Office Suite and CRM systems.

Education and Experience

and / or training; or equivalent combination of education and experience.

Physical Demands

this job include close vision. While performing the duties of this job, the employee is regularly required

to sit; use hands to feel; reach with hands and arms and talk or hear. The employee is occasionally

required to stand and walk.

Work Environment

Travel Required

Benefits

Affordable healthcare (medical / dental / vision)

Opportunity to participate in the Health Savings Account (HSA), Health Reimbursement Account (HRA) and Flexible Spending Account (FSA)

Short Term Disability Insurance paid by the company

Basic life Insurance equals to your annual salary paid by the company

Employee Assistance Program – paid by the company

Long Term Disability Insurance

The opportunity to purchase additional voluntary insurance coverage for :

Life Insurance

Accident

Whole Life

Prepaid Legal

PTO (Paid Time Off)

9 Paid Holidays per year

401-k Plan (eligible after 6 months of employment)

About us :

Truly Good Foods has sales and distribution offices in Orlando, Atlanta, Washington DC, Reno, Dallas and Charlotte, NC. Our SQF, Kosher and organic production facility in Charlotte roasts nuts & seeds daily and blends over 60 bulk snack mixes. These facilities also package and re-box many of our items to meet our customers’ varied needs. Charlotte is our corporate headquarters, and is home to purchasing, accounting, and sales & marketing offices.

Truly Good Foods is a second-generation family owned business. Our company was founded in 1977 by Jerry and Betty York and is now run by their two daughters, Angela Bauer and Carolyn Bennett. Proud to be a women-owned company, Truly Good Foods is certified in the WBENC and the WOSB. We start by sourcing the highest quality ingredients and then create snacks and mixes bursting with the bold flavors you love. With more than 3,000 snacks in our product line, Truly Good Foods is the ideal snack partner for your business.