Customer Success Supervisor (Hybrid)

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, IncentFit has steadily grown to serve 200 clients across a diverse set of industries, from major financial firms to manufacturing powerhouses to public universities and nonprofits. IncentFit now helps over 250K users/employees make healthier choices all year round.

We’re driven by technology and passionate about getting things done (while also striving for a healthy work/life balance). We’re a growing team of smart, talented people who love what we do...and want to help others love going to work, too.

We are seeking a motivated Customer Success Supervisor with strong experience in SaaS and the ability to support a customer service team working on a technology platform. This mid-level role requires a proven track record in customer sucess, specifically in the B2B SaaS industry. As a people-focused manager, you will lead, mentor, and guide our Customer Success team to ensure clients receive outstanding service and platform support. 

What You'll Do:

• Lead our customer success team, guiding them with empathy and support.
• Set goals for each team member. Help them develop their skills and encourage creative thinking.
• Keep the team's spirits high and foster a supportive environment.
• Establish departmental goals, keep track of progress, and celebrate successes along the way.
• Manage long-term projects within the department and ensure all stakeholders are informed and consulted.
• Listen to our customers, solve their problems, and help them achieve their wellness goals.
• Make sure everything runs smoothly, from account implementation to resolving disputes.
• Jump in to help your team wherever needed and hold yourself and your team accountable.
• Develop new processes and make our workflow even better.  We're always looking to improve.
• Become an expert in our support process and tools in order to advise your team on best practices.

What You'll Bring:

• Must have at least 5 years in a technical support or customer success role in a SaaS, IT, or related industry.
• At least 3 years in a full-time leadership role in a SaaS, IT, or related industry.
• Passion for working inter-departmentally to achieve customer success, especially in B2B, B2B2C, or HR sectors.
• A quick grasp of business goals and client expectations.
• Ability to rapidly acquire system knowledge for informed client recommendations.
• Skillful communication bridging support and product teams to advocate for client needs.
• High emotional intelligence and commitment to understanding technical aspects of the product.
• Experience working with agile product teams to log feedback, bugs, and identify MVP..
• Genuine commitment to personal and team development.
• Proven track record of empathetic leadership and coaching.
• Views team success as personal success, fostering collaboration and avoiding micromanagement.
• Operational mindset with a proactive approach to process improvement and error resolution.
• Comfortable making data-driven decisions, and utilizing data visualization and reporting tools to draw conclusions.
• Experience in setting and achieving organizational KPIs. 

Benefits

We’re a devoted group that works hard but also understands you have a life. Aside from an encouraging team culture, we also offer:

• Compensation of $80,000 - $95,000 per year, dependent on experience.
• Heavily subsidized dental and medical plans (vision included) with HSA options. All HSA plans include a $500 company contribution.
• 401k with a company match.
• Generous PTO plus 10 Paid Holidays of your choosing (your birthday counts!).
• A Wellness program with up to a $500 annual incentive. Yes, we use our own product!
• Flexible hours and the ability to work from home 40% of your total working time after training is complete.
• $1,000 per year in Professional Development reimbursements.
• Commuter benefits.
• Weekly team lunches and quarterly appreciation events.
• Quarterly Profit Share Disbursements based on the quarterly performance of the business.