Customer Success Supervisor

What You'll Do

• Lead and Mentor: Guide the account management team with empathy, helping them develop the "soft skills" needed for high-stakes client communication
• Drive Client Satisfaction: Establish and track departmental KPIs focused on client retention, Net Promoter Scores, and overall satisfaction. Create individual goals for team members focused on client retention; then track progress and celebrate successes
• Manage the Lifecycle: Oversee the transition from initial account implementation to long-term partnership, ensuring a smooth and consistent client experience
• Proactively Cultivate Growth: Coach and mentor team members on identifying organic expansion opportunities, guiding them to effectively navigate upsales that provide additional value to our clients
• Advocate for Clients: Act as a skillful bridge between your team and the product department, advocating for feature requests and platform improvements based on client feedback
• Strategic Consulting: Become a platform expert to advise your team on how to make high-value recommendations that help clients reach their wellness goals
• Project Management: Manage long-term departmental projects, ensuring all stakeholders are informed and consulted
• Collaborate: Foster a supportive environment where you jump in to help the team whenever needed
• Process Improvement: Continuously refine the account management workflow to reduce friction and improve the "white-glove" service experience

Requirements

• SaaS Expertise: At least 5 years of experience in a B2B SaaS role specifically focused on account management or client success
• Proven Leadership: At least 3 years in a full-time leadership role, with a focus on coaching team members to hit retention and growth targets
• Full Operational Ownership: You are ready to take the helm for your team, taking full accountability for the department's direction and success
• Thrive on Challenges: A motivated mindset that seeks to be challenged on a daily basis and proactively approaches problem-solving
• Relationship Management: A passion for building inter-departmental bridges to ensure client needs are met across the entire organization
• Business Acumen: A quick grasp of client business goals and the ability to translate technical platform features into ROI for wellness stakeholders
• Communication Mastery: Exceptional Skillful communication skills, particularly in translating technical system knowledge into clear, actionable advice for clients
• Data-Driven Mindset: Comfortable using data visualization and reporting tools to identify at-risk accounts and make informed decisions on retention strategies
• Empathetic Leadership: A commitment to fostering a collaborative environment where team success is prioritized over micromanagement

Benefits

• Compensation: $80,000 - $95,000 per year, dependent on experience
• Financial Growth: Quarterly Profit Share Disbursements based on business performance and a 401k with company match
• Wellness: A program with up to $750 annual incentives (we use our own product!)
• Health: Heavily subsidized medical/dental/vision plans, plus a $500 company contribution for any HSA medical plan
• Flexibility: 40% remote work (work from home) after training, plus flexible hours
• Perks: $1,000 annual Professional Development reimbursement, generous PTO, 10 paid holidays, quarterly events, and weekly team lunches