Digital Media Customer Success Supervisor

Digital Media Customer Success Supervisor

Supplyframe, recently acquired by Siemens, is a leading electronics component company that works with customer success. We are seeking a Digital Media Customer Success Supervisor to guide and empower our Customer Success Managers.

Report To: Sr. Director of Customer Success & Operations •
Department: CS & Ops Team •
Location: Pasadena, CA;
Austin, TX; or Remote •
Travel Required: 10% in Pasadena office or up to 30% if remote.

Lead the team, develop strategies, ensure operational excellence.

• Manage, coach, and mentor a team of Customer Success Managers to deliver exceptional service and achieve performance goals.
• Conduct regular 1:1s and team meetings to provide feedback and career development.
• Foster a positive, high‑performing culture built on accountability, empathy, and continuous improvement.
• Identify skill gaps and implement training or process improvements to enhance team performance and customer outcomes.

• Develop and execute scalable customer success strategies that drive retention, renewals, and account growth.
• Serve as subject matter expert and escalation point for complex customer issues, ensuring timely resolution.
• Partner cross‑functionally with Sales, Operations, and Finance to ensure seamless execution of customer programs.
• Lead development of workflows and handoffs from order creation to execution.
• Manage a small portfolio of strategic accounts to stay close to customer needs.
• Collaborate or lead special projects as needed.

• Own the CSM team’s key performance metrics and deliver regular reporting and insights to leadership.
• Oversee customer satisfaction and feedback processes, analyze results, and recommend improvement strategies.
• Represent Customer Success needs and priorities in cross‑departmental meetings.
• Lead bi‑weekly team meetings, contribute to monthly operations reviews, and drive adoption of best practices.
• Collaborate with Media Operations Supervisor to improve operational efficiencies.
• Support creation, development, and testing of client‑facing reporting in collaboration with the Supplyframe DSI expert.

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 7–10 years of experience in customer success, account management, or client services, including at least 2–3 years in a leadership capacity.
• Strong operational and strategic mindset.
• Skilled in managing relationships across functions and levels.
• Excellent communication and presentation skills.
• Experienced with CRM tools (Salesforce preferred) and Microsoft Office Suite.
• Understanding of the electronics, manufacturing, or supply chain industry preferred.
• Knowledge of digital media channels and campaign performance metrics a plus.
• Proven ability to manage multiple priorities, drive accountability, and maintain composure under pressure.

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.

Working at Siemens Software offers flexibility, including hybrid work options. We provide great benefits and rewards, and we are committed to equality and diversity. All employment decisions are based on qualifications, merit, and business need.

Mid‑Senior level

Full‑time

Software Development