About the job
At MERGE, we are Built Different. As a pioneering marketing and technology agency, we thrive at the intersection of health and wellness, where human impact is paramount. By integrating compelling storytelling with cutting-edge technology, we transcend conventional engagement strategies to embrace Whole Human Marketing. This innovative approach acknowledges the multidimensionality of human experiences, harnessing AI to create brand interactions that are seamless, contextual, and relevant.
Our collective commitment to human-centered innovation unites us and drives our mission forward: to connect people and brands in ways that foster healthier, happier lives.
Elevate Your Career at MERGE
We are dedicated to fostering an exceptional work environment that empowers talented and ambitious individuals to thrive. Our culture encourages you to think critically and feel deeply, engaging both your mind and heart to achieve the best work of your career.
As the Customer Success Supervisor for Emerging/SMB Accounts, you will…
Oversee a designated portfolio of clients, acting as a trusted advisor responsible for the delivery of MERGE solutions, ensuring value realization, retention, and growth within your assigned Emerging/SMB Accounts. You will cultivate a comprehensive understanding of each client’s business goals, industry landscape, and success metrics, aligning MERGE solutions to yield measurable impacts.
This role demands a consultative approach, strong executive presence, strategic thinking, and cross-functional collaboration. You will work closely with clients and internal teams to strategize, execute, manage, and analyze detailed project plans, guaranteeing that all projects are delivered on time, within budget, and meet both agency and client standards, with a focus on measurable outcomes.
You will be responsible for nurturing the ongoing customer relationship post-sale, ensuring that clients achieve their desired results while identifying opportunities to expand MERGE solutions within these accounts over time.
Key Responsibilities:
- Own the post-sale relationship for a defined portfolio of customers, ensuring long-term retention and growth.
- Be accountable for the overall success and health of your portfolio.
- Develop and execute tailored success plans aligned with each customer’s strategic objectives and measurable business outcomes.
- Establish and maintain robust, multi-threaded relationships with business and technical stakeholders, including executive sponsors.
- Lead strategic business reviews (Account Engagement/Project Delivery Reviews) to showcase realized value and track performance against goals.

