Job Details

We are seeking an experienced and proactive Customer Success Manager to lead our customer experience initiatives while also managing our Order Entry Team and serving as the primary liaison for key accounts. This role is critical to ensuring exceptional customer satisfaction, operational efficiency, and performance metrics such as On-Time In-Full (OTIF) delivery. The ideal candidate will bring a strong background in customer service, team supervision, and supply chain or order fulfillment processes.

As a purpose-driven, certified B corporation, Clover is leading the way for conscious businesses by demonstrating care for all stakeholders and moving the world forward. We are committed to lowering our environmental impact and meeting our sustainability targets, by providing kids and adults with healthy, nutritious, and delicious products that are made with care for animals, people, and the planet.

Salary Range: $90,000 – $110,000 annually, DOE

A Day in the Life

Customer Success & Key Account Management

• Build and maintain strong relationships with assigned key accounts, serving as their main point of contact.
• Understand customer needs, expectations, and goals to ensure satisfaction and retention.
• Monitor and drive customer KPIs, ensuring service levels meet or exceed expectations.
• Proactively resolve issues and escalate concerns when needed to internal stakeholders.
• Gather and analyze customer feedback to improve the customer journey.

Order Entry Team Leadership

• Supervise the daily operations of the Order Entry Team, ensuring accurate and timely order processing.
• Provide coaching, training, and performance evaluations to team members.
• Optimize workflows, reduce errors, and ensure compliance with company policies and systems.
• Collaborate with sales, operations, and logistics to ensure seamless order flow and fulfillment.

Performance Monitoring & Reporting

• Monitor and report on On-Time In-Full (OTIF) performance metrics; identify trends and root causes of delays or issues.
• Develop and implement corrective action plans to improve OTIF and order accuracy.
• Create and present regular reports on team performance, order trends, and customer satisfaction.

Cross-Functional Collaboration

• Partner with internal teams including Sales, Supply Chain, Logistics, and Finance to align on customer deliverables.
• Support system enhancements and process improvements related to customer order management and service delivery

Role Requirements

• Bachelor's degree in Business, Supply Chain, or related field (preferred).
• 5+ years of experience in Customer Success, Order Management, or Account Management.
• 2+ years in a supervisory or team lead role.
• Strong knowledge of order-to-cash processes and ERP/CRM systems (e.g., SAP, Salesforce, NetSuite).

What You Bring to the Team

• Excellent communication, problem-solving, and analytical skills.
• Proven ability to manage multiple priorities and drive results in a fast-paced environment.
• Experience with OTIF metrics and continuous improvement is a strong advantage.

About Clover Sonoma

Based in Petaluma, California, in the heart of beautiful Sonoma County, Clover Sonoma offers high quality dairy sourced from its network of local family farms. A pioneer in sustainable dairy farming Clover has the largest organic acreage of regeneratively farmed land in the state and is committed to reducing its carbon footprint by lowering on-farm methane emissions, regenerative farming practices focused on soil health and packaging innovation. The first dairy in the US to become American Humane certified across all of its farms, Clover has delivered on its promise of producing the highest-quality dairy products — including milk, cheese, butter, and more — for more than a century. As a Certified B Corporation® Clover gives back 5% of net profits to help make nutritious food more accessible and uses its business as a power for good across its support for people, farms, animals, community and planet. For more information, please visit www.cloversonoma.com and join the conversation on Facebook , Instagram , LinkedIn , TikTok , and YouTube.

Please direct all job-related inquiries to ...@cloversonoma.com, as we cannot accommodate phone inquiries. We are not working with outside agencies or recruiters at this time.

Clover Sonoma is proud to be an Equal Opportunity Employer and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender (including pregnancy, gender identity, and sexual orientation), age, disability, genetic information, protected veteran status, or any other characteristic protected by federal, state or local laws. All applicants will be considered for employment without regard to these factors.

Clover Sonoma is an equal opportunity employer. We value and embrace diversity for the benefit of our employees, our consumers, our products, our community and the planet. We are committed to building an inclusive workplace for everyone.

We do not discriminate on the basis of race, color, ancestry, age, religion, marital status, disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.