5+ years in B2B SaaS account management or client success.
3+ years of leadership experience dedicated to mentoring and achieving targets.
Ability to take full operational ownership of the account management team.
Proactive problem-solving mindset with a passion for challenges.
Experience in building strong inter-departmental relationships.
Quick understanding of client business goals and translating them into ROI for wellness stakeholders.
Exceptional communication skills, particularly in simplifying technical concepts for clients.
Data-driven mindset, with proficiency in using reporting tools for decision-making.
Responsibilities
Lead and mentor the account management team in client communication.
Establish and track KPIs focused on client retention and satisfaction.
Oversee the client lifecycle from implementation to long-term partnership.
Coach team members to identify and capitalize on growth opportunities.
Act as a liaison between client needs and the product department.
Provide strategic consulting as a platform expert to help clients achieve wellness goals.
Manage long-term departmental projects with stakeholder involvement.
Promote process improvement for a seamless account management experience.
Benefits
Quarterly profit share based on company performance and a 401k match.
Annual wellness program incentives, utilizing the company’s own product.
Heavily subsidized health plans with a $500 contribution for HSA medical plans.
40% remote work flexibility after initial training.
$1,000 annual reimbursement for professional development and generous PTO.
Ten paid holidays, quarterly team events, and weekly lunches.
Full Job Description
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.
