Customer Success Supervisor
On-siteUpper Marlboro, Maryland, United States
Job Summary
Lead the customer success team by serving as the escalation point for complex issues, coaching specialists to exceed retention and growth KPIs, and implementing continuous process improvements. Build strategic relationships with assigned accounts to drive upsell opportunities, monitor health metrics to mitigate risks, and partner with sales leadership on expansion plans. Oversee onboarding, training, and performance reviews while ensuring accurate order processing, invoicing, and credit resolution through cross-functional collaboration. Develop customer playbooks and leverage CRM automation for personalized follow-ups. This role involves periodic access to confidential financial data and requires occasional travel to the National Sales and Marketing Meeting once a year.
Required Qualifications
- High school diploma or general education degree (GED)
- Four to five years related experience and/or training
- 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 read and understand English
- 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
- Knowledge of CRM systems
- Must occasionally lift and/or move up to 25 pounds
- Close vision
- Ability to sit
- Ability to use hands to feel
- Ability to reach with hands and arms
- Ability to talk or hear
- Ability to stand
- Ability to walk
- Once a year to attend the National Sales and Marketing Meeting
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