Customer Success Supervisor

Description

Job Summary: The Customer Success Supervisor leads the Customer Success team to ensure customer satisfaction and loyalty, with a focus on retention and engagement. Key Highlights: 1. Tactical and operational leadership of Customer Success 2. Focus on customer satisfaction, retention, and loyalty 3. Management and development of the CSM team Customer Success Supervisor Position Description The Customer Success Supervisor will be responsible for ensuring customer satisfaction and loyalty by guaranteeing the delivery of value from the company’s products and services. This role entails tactical and operational leadership of the Customer Success team, ensuring consistent execution of the strategy defined by senior management—with a strong emphasis on retention, engagement, churn reduction, and team maturity advancement. Responsibilities * **Team Management and Development** * Supervise the CSM team, monitoring individual and collective performance. * Conduct management rituals (1:1 meetings, weekly meetings, internal QBRs, action plans). * Structure and monitor PDIs, promoting technical and behavioral growth. * Ensure operational discipline and standardization of CS processes. * Develop a metrics-driven accountability culture. **2\. Portfolio Management and Retention** * Actively monitor portfolio health (Health Score, churn risk, expansion). * Engage in critical cases and strategic accounts alongside CSMs. * Ensure execution of action plans for at-risk customers. * Support retention negotiations and cancellation reversals. * Ensure the value proposition is clear and tangible to customers. **3\. CS Process Governance** Structure and ensure adherence to the customer journey (onboarding, ongoing, expansion). * Establish standardized contact cadence and strategic checkpoints. * Ensure proper CRM usage and accurate interaction logging. * Monitor internal SLAs and team delivery quality. **4\. Metrics-Based Management** * Track and report key metrics including: * Churn (logo and revenue) * Retention * Health Score * NPS * Adoption of strategic features * Translate data into practical action plans. * Support senior management with root-cause analyses and structural proposals. **5\. Cross-Functional Collaboration** * Serve as the liaison between CS, Product, Sales, and Customer Marketing. * Deliver structured customer inputs to the product roadmap. * Align commercial messaging with operational delivery. * Support expansion and cross\-sell initiatives in collaboration with the sales team. Requirements * Prior experience in customer service or customer success * Knowledge of customer loyalty techniques * Degree in related fields such as Business Administration or Marketing Knowledge of logistics processes, sales force, and supply chain **Expected Competencies** * Strong communication and influence skills. * Ability to develop people. * Results- and retention-oriented mindset. * Analytical capability applied to CS metrics. * Consultative posture with customers. * High relational maturity. Business hours, Monday through Friday.