Customer Success Supervisor

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.

What You’ll Do

• 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. 

What You Need to Succeed

• 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
• Technical working knowledge of platforms (Adobe, Salesforce, Sitecore, Google, Optimizely) is required
• 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
• Knowledge of marketing technology, digital marketing, digital media, data platforms, content management, or customer journey solutions is a plus
• Flexibility to travel (approximately 10%)

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At MERGE, we’re committed to fostering an environment where our team members can thrive in both their careers and personal lives, ensuring they feel supported and empowered to succeed.

MERGE believes in transparency and equity. In accordance with state regulations, we’re proud to include salary ranges in our job postings to ensure fair compensation practices.

The salary range for this role is $76,000 - $91,250, based on the individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.  

MERGE is proud to invest in benefits that include meaningful Medical, Dental, Vision, Life Insurance, 401K, Lifestyle Spending Account, Employer Paid Life & Disability Insurance, Flexible Time off & Holidays plus many other benefits and rewards.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.