Customer Success Lead: Growth & Retention

Truly Good Foods; Washington, Northern (District of Columbia, KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

401(k) Plan

Paid Time Off

Job summary

Truly Good Foods is seeking a Customer Support Supervisor to lead the customer success team and ensure exceptional service while driving growth within existing accounts. You will manage relationships, resolve issues, and collaborate with sales, supply chain, and marketing to optimize the customer experience.

The role emphasizes coaching, onboarding, and performance reviews, with a focus on health metrics, process improvements, and proactive outreach to protect retention and expand opportunities.

Qualifications

• High school diploma or GED; 4–5 years related experience or training, or an equivalent combination.
• 3+ years of supervisory experience.
• Experience with CRM and Microsoft Office.
• Excellent written and verbal communication.

Responsibilities

• Serve as escalation point for complex customer issues and drive timely resolution.
• Build strategic relationships to increase engagement and upsell opportunities.
• Lead, coach, and mentor customer success specialists to meet KPIs.
• Analyze performance data and drive process improvements.

Skills

Customer relationship management

Team leadership

CRM systems

Problem solving

Communication skills

English proficiency

Education

High school diploma or GED

3+ years supervisory experience

Tools

Microsoft Office Suite

CRM systems

Job description

Truly Good Foods is seeking a Customer Support Supervisor to lead the customer success team and ensure exceptional service while driving growth within existing accounts. You will manage relationships, resolve issues, and collaborate with sales, supply chain, and marketing to optimize the customer experience.

The role emphasizes coaching, onboarding, and performance reviews, with a focus on health metrics, process improvements, and proactive outreach to protect retention and expand opportunities.