Customer Success Supervisor

MERGE•Chicago, IL

13h•$76,000 - $91,250•Hybrid

About The Position

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. Emerge to the Top of Your Career At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage their minds and hearts to do the best work of their careers. As our Supervisor for Emerging/SMB Accounts you will… Manage a defined portfolio of customers, serving as a trusted advisor responsible for ensuring delivery of MERGE solutions, value realization, retention, and growth across the Emerging/SMB Accounts within your portfolio. You will develop deep knowledge of each customer’s business objectives, industry landscape, and success metrics, aligning MERGE solutions to deliver measurable impact. This is a highly consultative role requiring strong executive presence, strategic thinking, and cross-functional collaboration. You will collaborate closely with clients and internal teams to plan, execute, manage, and analyze detailed project plans, ensuring all work is delivered on time, on budget, and to agency and client standards, with a focus on measurable results. You are responsible for the ongoing customer relationship post-sale and be accountable for ensuring customers achieve their desired outcomes while identifying opportunities to expand MERGE solutions within these clients over time.

Requirements

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
Flexibility to travel (approximately 10%)

Nice To Haves

Knowledge of marketing technology, digital marketing, digital media, data platforms, content management, or customer journey solutions is a plus

Responsibilities

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 escalate.
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
Ability to understand the client’s point of view along with our internal teams and know how to express 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 as much as a communicator, advocate and mentor as dictated by the relationship, engagement and circumstances.