Customer Success Supervisor
IncentFit
full-time
Posted on:
Location Type: Hybrid
Location: Philadelphia • Pennsylvania • United States
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Salary
💰 $80,000 - $95,000 per year
About the role
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaSaccount managementclient successdata visualizationreporting toolsKPI trackingproject managementupsellingclient retention strategiesbusiness acumen
Soft Skills
leadershipcoachingcommunicationempathyrelationship managementproblem-solvingcollaborationprocess improvementmotivationstrategic consulting