Customer Success Supervisor

Customer Success Supervisor

We believe a company's employees are its greatest asset, and healthy employees build great companies. IncentFit helps employers motivate and reward their employees to exercise and live healthier lives. Founded in 2013, we serve 200 clients across diverse industriesfrom financial firms to public universitiesand help over 250K users make healthier choices year-round. We are a growing team of smart, talented people who are driven by technology and passionate about work/life balance.

We are seeking a motivated Customer Success Supervisor with strong experience in SaaS to lead the team responsible for long-term client retention. This mid-level role requires a proven track record in B2B SaaS, specifically focusing on guiding a team to manage account implementation and ongoing client satisfaction. As a people-focused manager, you will lead, mentor, and guide our team to ensure our 200+ clients receive outstanding service, resolve disputes effectively, and achieve their long-term wellness goals while remaining satisfied with our platform.

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.