IncentFit

Customer Success Manager

• 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.

Customer Success Supervisor