Report To: Sr. Director of Customer Success & Operations I Department: CS & Ops Team I Location: Pasadena, CA, Austin, TX or Remote I Travel Required: 10% if located in Pasadena office or up to 30% if remote
What You'll Be Doing:
Supplyframe, recently acquired by Siemens, is an innovative and rapidly growing leader in the electronics component industry. We are seeking a Digital Media Customer Success Supervisor to guide and empower our team of Customer Success Managers in driving client satisfaction, retention, and digital media business growth.
This role is both strategic and hands-on. You'll lead by example, foster a culture of excellence and collaboration, and help shape the direction of our Digital Media Customer Success organization. You'll serve as a key liaison between our customers, internal teams, and leadership, advocating for customer needs while ensuring the team executes with consistency, quality, and impact. Key responsibilities include but are not limited to the following:
Team Leadership & Coaching
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Manage, coach, and mentor a team of Customer Success Managers to ensure consistent delivery of exceptional client service and achievement of performance goals.
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Conduct regular 1:1s and team meetings to provide feedback, guidance, and career development opportunities.
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Foster a positive, high-performing team culture built on accountability, empathy, and continuous improvement.
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Identify skill gaps and implement training or process improvements to enhance team performance and customer outcomes.
Customer Success Strategy & Execution
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Develop and execute scalable customer success strategies that drive retention, renewals, and account growth.
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Serve as a subject matter expert and escalation point for complex customer issues, ensuring timely and effective resolution.
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Partner cross-functionally with Sales, Operations and Finance to ensure seamless execution of customer programs and feedback integration.
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Lead the development of workflows and hand off of programs from order creation to execution.
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Manage a small portfolio of strategic accounts to stay close to customer needs and model best practices.
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Collaborate or lead special projects as needed.
Operational Excellence
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Own the CSM team's key performance metrics and deliver regular reporting and insights to leadership.
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Oversee customer satisfaction and feedback processes, analyze results, and recommend strategies for improvement.
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Represent Customer Success needs and priorities in cross-departmental meetings and initiatives.
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Lead bi-weekly team meetings, contribute to monthly operations reviews, and drive adoption of best practices and tools across the team.
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Collaborate with the Media Operations Supervisor to identify improvements in operational efficiencies between the teams that work closely together.
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Supports creation, development and testing of client facing reporting in collaboration with the Supplyframe DSI expert.
Who/What We Are Looking For:
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Bachelor's degree in Business, Marketing, Communications, or a related field.
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7-10 years of experience in customer success, account management, or client services, including at least 2-3 years in a leadership, mentorship, or team lead capacity.
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Strong operational and strategic mindset—able to think big picture while managing day-to-day execution.
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Skilled in managing relationships across functions and levels, both internally and externally.
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Excellent communication and presentation skills, with the ability to translate vision and strategy into clear direction.
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Experienced with CRM tools (Salesforce preferred) and Microsoft Office Suite.
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Understanding of the electronics, manufacturing, or supply chain industry preferred.
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Knowledge of digital media channels and campaign performance metrics a plus.
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Proven ability to manage multiple priorities, drive accountability, and maintain composure under pressure.
The salary range for this position is $115,000 to $140,000. The actual compensation offered is based on the successful candidate's work location as well as additional factors, including job-related skills, experience, and relevant education/training.
Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
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DIGITAL MEDIA CUSTOMER SUCCESS SUPERVISOR (SUPPLYFRAME) - 487462