About the job
About MERGE
MERGE is a marketing and technology agency based in Denver, CO, with a focus on health and wellness. The team combines storytelling and technology to connect people and brands, aiming to foster healthier, happier lives. The company values a human-first philosophy and encourages innovative thinking and emotional engagement in its work culture.
Role Overview: Customer Success Supervisor (Emerging/SMB Accounts)
The Customer Success Supervisor oversees a portfolio of emerging and SMB accounts, acting as a trusted advisor for clients after the sale. This role ensures the successful delivery of MERGE solutions, drives value realization, supports retention, and identifies growth opportunities within assigned accounts. A deep understanding of each client's business goals, industry context, and success metrics is essential for aligning solutions and achieving measurable results.
What You Will Do
- Manage ongoing relationships with a specific group of customers, focusing on retention and growth.
- Take ownership of the overall success and satisfaction of your account portfolio.
- Develop and execute tailored success plans that align with each client's strategic goals and business outcomes.
- Build and maintain relationships with stakeholders at various levels, including executive sponsors and technical contacts.
- Lead strategic business reviews to highlight delivered value and track progress against agreed-upon goals.
How This Role Works
This position is consultative and involves regular collaboration with both clients and internal teams. Responsibilities include planning, executing, and managing project plans to ensure delivery meets both agency and client standards, with a focus on measurable outcomes and budget compliance. The role also involves identifying opportunities to expand MERGE solutions within existing accounts over time.
