Customer Success Supervisor

At MERGE, we are Built Different . We are a marketing and technology agency purpose‑built for the intersection of health and wellness—where human impact matters most. By weaving storytelling through technology, we move beyond traditional engagement to Whole Human Marketing. This approach recognizes that humans are multidimensional and complex, and uses AI to ensure every brand interaction feels natural, contextual, and relevant. This commitment to human‑first innovation is what brings us together and propels us forward. We are united by our North Star: to unite people and brands to empower healthier, happier lives. Supervisor for Emerging/SMB Accounts In this highly consultative role you will manage a defined portfolio of customers, acting as a trusted advisor responsible for ensuring delivery of MERGE solutions, value realization, retention and growth. You will develop deep knowledge of each customer’s business objectives, industry landscape, and success metrics, aligning MERGE solutions to deliver measurable impact. Responsibilities include: Own the post‑sale relationship for a defined portfolio of customers, ensuring long‑term retention and growth. Be responsible for the overall success and health of your portfolio. Develop and execute tailored success plans aligned to each customer’s strategic objectives and measurable business outcomes. Build and maintain strong, multi‑threaded relationships across business and technical stakeholders, including executive sponsors. Lead strategic business reviews (Account Engagement/Project Delivery Reviews) to demonstrate value realized, track performance against goals, and align on future priorities. Drive adoption and value realization by identifying gaps, recommending best practices, and aligning solutions to evolving customer needs. Proactively monitor customer health, usage trends, and engagement signals to mitigate risk and address challenges before they escalare. Partner closely with Partner Solutions Team on account planning, renewals, and expansion strategy, contributing to forecasting and long‑term growth plans. Serve as the voice of the customer internally, synthesizing feedback and collaborating with Solution Consultants and MERGE SME’s within the Technology Solutions Group to improve customer experience and outcomes. Navigate complex customer environments, aligning multiple stakeholders and driving consensus toward shared success goals. Develop project briefs, initiate upsell initiatives of MERGE solutions as applicable. Understand the client’s point of view along with our internal teams and articulate those perspectives, concerns and requirements to the other party. Negotiate scopes of work and drive in‑line/organic growth; oversee burn reports and change of scope discussions as necessary. Act as a leader for the client and, as dictated by the relationship, serve as communicator, advocate and mentor. What You Need to Succeed Bachelor’s Degree and/or relevant work experience. 7+ years of experience in Customer Success, Account Management, Consulting, or a related customer‑facing role in a SaaS or technology environment. Proven experience managing a portfolio of accounts with responsibility for retention and growth. Strong executive presence and the ability to influence and build credibility with senior stakeholders. Demonstrated ability to develop account strategies and align solutions to business outcomes. Experience conducting business reviews and presenting to leadership audiences. Strong analytical skills and comfort interpreting customer usage data, adoption trends, and performance metrics. Excellent communication, presentation, and interpersonal skills. Ability to prioritize, multi‑task, and manage multiple complex customer relationships simultaneously. Self‑starter with a proactive, ownership mindset and passion for delivering exceptional customer experiences. Knowledge of marketing technology, digital marketing, digital media, data platforms, content management, or customer journey solutions is a plus. Flexibility to travel (approximately 10%). MERGE offers meaningful Medical, Dental, Vision, Life Insurance, 401(k), Lifestyle Spending Account, Employer‑Paid Life & Disability Insurance, Flexible Time Off & Holidays, and many other benefits and rewards. MERGE welcomes and celebrates diversity regardless of race, religion, color, national origin, gender, sexual orientation, veteran status or people with abilities. We believe that the more diverse we are, the more creative our work will be! We are a proud Equal Opportunity Employer. Applicants for employment in the United States must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization. We encourage voluntary self‑identification for federal contracting purposes. Your response will be confidential and used only for compliance and reporting. #J-18808-Ljbffr MERGE