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Customer Success Supervisor

MERGEChicago, IL
On-site Full-time $76K/yr - $91.3K/yr

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Experience Level

Manager

Qualifications

Proven experience in customer success, account management, or a related field. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work collaboratively across teams and with various stakeholders. Experience in the health and wellness industry is a plus.

About the job

About MERGE

MERGE is a marketing and technology agency focused on health and wellness. The team combines storytelling with advanced technology to create meaningful connections between people and brands. MERGE’s approach centers on understanding the full human experience and using AI to deliver relevant, seamless brand interactions.

The agency’s mission is to help people and brands connect in ways that support healthier, happier lives. MERGE values human-centered innovation and a workplace where talented people can do their best work.

Role Overview: Customer Success Supervisor (Emerging/SMB Accounts)

Based in Chicago, IL, the Customer Success Supervisor manages a portfolio of Emerging and SMB clients. This position acts as a trusted advisor, guiding clients through the delivery of MERGE solutions and ensuring clients see real value, stay engaged, and grow their relationship with MERGE.

The supervisor develops a deep understanding of each client’s goals, industry, and success metrics. The role requires a consultative mindset, strong executive presence, and the ability to work across teams. Responsibilities include leading project planning and execution, monitoring progress, and ensuring projects meet both agency and client standards.

Ongoing relationship management is key. The supervisor nurtures client partnerships after the sale, helps clients achieve their objectives, and identifies new opportunities to expand MERGE’s services within each account.

Key Responsibilities

  • Manage the post-sale relationship for a portfolio of customers, focusing on retention and growth.
  • Take ownership for the overall health and success of assigned accounts.
  • Create and implement tailored success plans that align with each customer’s strategic goals and measurable outcomes.
  • Build and maintain strong relationships with both business and technical stakeholders, including executive sponsors.
  • Lead strategic business reviews to demonstrate value delivered and track performance against agreed goals.

About MERGE

MERGE is a forward-thinking marketing and technology agency dedicated to redefining engagement at the intersection of health and wellness. Our mission is to empower individuals and brands to foster meaningful connections that lead to healthier and happier lives. We focus on innovation and creativity to provide tailored solutions that resonate with diverse audiences.

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