Customer Success Supervisor - Millington, TN
About The Position
The Customer Success Supervisor supports the delivery of strong customer outcomes and commercial performance within the Contract Logistics business. Reporting to the Customer Success Manager, this role oversees day-to-day execution across a portfolio of accounts and provides frontline leadership to Customer Success team members. The Supervisor plays a key role in ensuring consistent customer engagement, contract compliance, service delivery alignment, and identification of incremental growth opportunities. While not accountable for overall account strategy, this role actively supports renewals, service expansions, and commercial initiatives through disciplined execution and customer advocacy. Success in this role requires a hands-on leader with strong customer focus, operational awareness, and the ability to coach teams while maintaining strong relationships with customers and internal stakeholders.
Requirements
- Bachelor’s degree in Business, Supply Chain, Logistics, or a related field (or equivalent experience).
- 3–5 years of experience in customer success, account management, operations, or commercial support roles within contract logistics, 3PL, or supply chain environments.
- Experience supporting customer accounts, renewals, or service expansions in a B2B environment.
- Prior experience providing informal leadership, coaching, or supervision preferred.
- Strong customer service mindset with an understanding of commercial and operational drivers.
- Ability to identify issues, recommend solutions, and execute with consistency and follow-through.
- Effective communicator with strong relationship-building skills.
- Detail-oriented, organized, and comfortable managing multiple priorities.
- Collaborative team player with emerging leadership capabilities.
Responsibilities
- Support assigned customer accounts by ensuring consistent execution of customer success activities, service delivery alignment, and issue resolution.
- Maintain regular contact with customer stakeholders to understand operational needs, service performance, and evolving requirements.
- Assist in preparing and participating in customer meetings, performance reviews, and business reviews.
- Identify potential risks to retention or service performance and escalate concerns with recommendations to the Manager.
- Support renewal, upsell, and cross-sell efforts by identifying incremental growth opportunities within assigned accounts.
- Gather customer insights and operational data to support business cases, proposals, and pricing discussions led by the Manager.
- Ensure accurate tracking of account activity, contract milestones, and opportunity pipelines.
- Assist with contract amendments and service changes to ensure smooth commercial and operational execution.
- Monitor basic account performance metrics including service levels, volumes, and cost drivers.
- Support the Manager in tracking account health, margin drivers, and performance trends.
- Collaborate with Operations and Finance to ensure data accuracy and issue resolution related to billing, performance, or service scope.
- Provide day-to-day supervision, guidance, and coaching to Customer Success team members.
- Ensure consistent execution of customer success processes, standards, and best practices.
- Support onboarding, training, and skill development of team members, reinforcing customer engagement and execution discipline.
- Monitor individual performance and provide feedback aligned with customer outcomes and team objectives.
- Work closely with Operations, Solutions Design, and Commercial teams to support customer needs and ensure seamless execution of contracted services.
- Act as a liaison between customers and internal teams to resolve service issues and improve customer satisfaction.
- Contribute feedback and insights to improve customer success processes and tools.
Benefits
- Competitive Paid Time Off
- 401(k)
- Health insurance
- Employee benefits platform with discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands
- Pet insurance
- Multiple health plans (company contribution to health savings account)
- Prescription coverage
- Dental coverage
- Vision coverage
- Company paid life insurance
- Company paid accident insurance
- Company paid short-term disability coverage
- Company paid long-term disability coverage
- Employee assistance plan
- Voluntary benefits including additional life insurance, AD&D coverage, buy-up short- and long-term disability, critical illness, identify theft & legal plan.
- Company match for 401(k)
- Flexible Paid Time Off programs
- Company paid holidays
- Tuition reimbursement program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
