Job Description
Description
Job Title: Customer Success Supervisor
About the Company:
We build software that is user-friendly, easy to set up, and built on the real-world experiences of security guard companies and professionals. Unlike other companies that build complex systems that require hours or even weeks of training for security company management and frontline employees, this software is designed to be used by even the most technology-challenged security professionals. We believe in providing our customers with solutions that are a good fit for their organizations, and our NPS scores and industry recognition show that we are getting it done.
Job Description:
The Customer Success Supervisor (CS Supervisor) is responsible for overseeing the Customer Success team while driving customer loyalty and adoption of our company solutions. This leadership role requires exceptional time management, customer care, and a metric-oriented approach to ensure both team and customer success. You will coach and lead a team of Customer Success Managers, develop strategies to improve customer satisfaction and ensure company-wide goals are met through excellent execution and communication. Although our company headquarters is located in the beautiful city of Baton Rouge, LA, this is a remote position.
Responsibilities:
Supervise the Customer Success team and ensure that team goals align with organizational objectives.
Lead team meetings and conduct one-on-one coaching sessions with Customer Success Managers to foster growth and improve performance.
Track and report on key metrics related to customer satisfaction, retention, and upselling, ensuring team members achieve and exceed their KPIs.
Attend one-on-one meetings with representatives of strategic accounts.
Develop a trusted advisor relationship with customers and guide your team to do the same, ensuring broad adoption of solutions and identifying opportunities for upselling additional products and services.
Provide regular feedback to cross-functional teams, acting as the customer’s voice to improve our products and services.
Oversee the creation and execution of risk mitigation plans to ensure customer goals are met and satisfaction is maintained.
Required Experience and Qualifications:
Proven leadership abilities with 2+ years of experience supervising a team in Customer Success, Inside Sales, or a similar role.
3+ years of direct Customer Success or Inside Sales experience.
Strong time management skills with the ability to prioritize effectively across team and customer needs.
Demonstrated ability to analyze and act on performance metrics, driving team improvements and achieving results.
A strong desire for action and willingness to jump in and roll up your sleeves when necessary.
Enthusiastic and dedicated approach to connecting with customers and ensuring they understand and realize the full value of our products.
Exceptional customer care skills with a track record of building deep customer relationships and managing accounts to achieve high levels of satisfaction and revenue growth.
Solid understanding of technology and natural aptitude for picking up web applications.
Proficiency in Google Workspace.
Preferred Skills:
Native Spanish speaker & Professional English level.
HubSpot experience.
Previous experience working in a small business or startup.
History of increasing customer satisfaction, adoption, retention, and upsell for technology product(s).
Software & Tools:
Google Workspace
HubSpot
Compensation & Benefits:
Payment at $18/hour.
This role is a full-time remote position.
Paid Time Off: 10 days.
Paid Holidays: Local Official holidays.
Sick Leave: Yes, it is a combination between PTO and Sick Days.
Paid lunch hour and Breaks: Yes.
Unpaid leave: Yes.
