About the role

Customer Success Supervisor leading account management team for SaaS company, ensuring client satisfaction and retention while managing long-term partnerships.

Responsibilities

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.

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.

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.