IncentFit · 1 week ago
Customer Success Supervisor
Philadelphia, PA
Full-time
Hybrid
Mid, Senior Level
$80K/yr - $95K/yr
5+ years expIncentFit is a company focused on motivating and rewarding employees to lead healthier lives. They are seeking a motivated Customer Success Supervisor to lead a team responsible for long-term client retention and ensure outstanding service for their 200+ clients.
Employee BenefitsFitnessHealth CareHealth InsuranceHuman ResourcesSmall and Medium Businesses
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
Qualification
Required
At least 5 years of experience in a B2B SaaS role specifically focused on account management or client success
At least 3 years in a full-time leadership role, with a focus on coaching team members to hit retention and growth targets
You are ready to take the helm for your team, taking full accountability for the department's direction and success
A motivated mindset that seeks to be challenged on a daily basis and proactively approaches problem-solving
A passion for building inter-departmental bridges to ensure client needs are met across the entire organization
A quick grasp of client business goals and the ability to translate technical platform features into ROI for wellness stakeholders
Exceptional Skillful communication skills, particularly in translating technical system knowledge into clear, actionable advice for clients
Comfortable using data visualization and reporting tools to identify at-risk accounts and make informed decisions on retention strategies
A commitment to fostering a collaborative environment where team success is prioritized over micromanagement
Benefits
Quarterly Profit Share Disbursements based on business performance
401k with company match
A program with up to $750 annual incentives (we use our own product!)
Heavily subsidized medical/dental/vision plans
$500 company contribution for any HSA medical plan
40% remote work (work from home) after training
Flexible hours
$1,000 annual Professional Development reimbursement
Generous PTO
10 paid holidays
Quarterly events
Weekly team lunches
Company
IncentFit
IncentFit's incentive-driven wellness & reimbursement programs significantly increases employee engagement & measurable results.
Founded in 2013New York, New York, USA
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$0.02M2013-07-01Seed· $0.02M
Leadership Team
Gabe Priyev
Founder
Company data provided by crunchbase