Customer Success Supervisor

Job Description

Job Description

Who We Are

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 industries—from financial firms to public universities—and 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.

The Role

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.

Requirements

What You’ll Bring

• 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.