JOB SUMMARY

The Customer Success Supervisor provides strategic and operational leadership for the Customer Success Specialist, driving customer retention, revenue protection, and sustainable customer value across the business. The role is responsible for translating organizational objectives into effective retention and customer lifecycle strategies, ensuring the successful execution of initiatives related to customer retention through renewals, migrations, customer recovery, business customer support and any revenue-at-risk management.

MAIN RESPONSIBILITIES

• Oversees, monitors, and supervises the Customer Success team’s operations in alignment with company objectives, policies and guidelines. 

• Responsible for leading the Customer Success team in delivering retention-focused initiatives, driving customer loyalty, reducing churn, and achieving customer retention, revenue preservation, and portfolio growth targets.

• Leads and develops Customer Success Specialists to achieve individual and team performance objectives. 

• Provides daily leadership, coaching, guidance, and performance management to Customer Success Specialists.

• Establishes daily and weekly priorities based on customer demand, revenue exposure, campaign requirements, and commercial objectives.

• Manages team allocation across retention queue coverage, case follow-ups, renewals, reacquisition, migrations, and targeted revenue initiatives.

• Oversees voluntary disconnection cases and strategically allocate resources to deliver timely retention interventions, mitigating customer and revenue risk while maximizing customer retention outcomes.

• Monitors individual and team performance against established Productivity KPIs.

• Monitors customer retention performance by tracking save rate, cancellation and downgrade trends, revenue at risk and preserved, and renewal activities across Residential and Business portfolios to proactively reduce churn and maximize customer value.

• Coordinates renewal, retention, and save activities across Business portfolios by proactively managing upcoming and overdue renewals, addressing customer issues, mitigating revenue risks, and executing targeted interventions to maximize customer retention and revenue preservation.

• Resolves and or escalates high-value customer concerns and ensure clear ownership through resolution.

• Manages customer migration, win-back, and reacquisition initiatives to strengthen customer retention, improve customer experience, and maximize long-term portfolio value.

• Translates campaign objectives into clear daily activity and conversion targets.

• Monitors case ageing and unresolved actions.

• Produces accurate daily and weekly operational reports.

• Manages team productivity and resource allocation to ensure customer inquiries and revenuerisk activities are addressed within established SLA’s. 

REQUIREMENTS

• Must possess an Associate Degree, Diploma or equivalent qualification in Business Administration, Management, Marketing, Customer Service or a related discipline.

• Atleast 2-3 years supervisory experience in Customer Retention, Sales or a related environment.

• Atleast 3-5 years’ experience in a customer-facing, sales or commercial role.

• Experience within the Telecommunications industry would be an asset.

• Strong leadership, coaching and performance management skills.

• Must possess excellent verbal and written communication skills, strong analytical, reporting and problem-solving abilities.

• Proficient in Microsoft Office Suite.

• Experience using CRM systems and customer management tools