Supervisor, Customer Success

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The Supervisor of Customer Success is responsible for helping Customer Success Managers (CSMs) in answering day to day questions and guiding requests related to revenue retention, product and service referrals, and client advocacy while fostering a positive customer experience and the building of a long-term relationship with customers. The Supervisor of Customer Success is an entry level people leader that will have direct reports but will report to the Director of Customer Success who has decision making authority over these employees.

Core Job Duties

• Executes and leads strategies focused on expansion, churn mitigation/revenue retention, success planning, and customer satisfaction and advocacy
• Continually pursues improvements and champions/leads internal customer success optimization, tools (Churnzero), materials (SOPs/playbooks) and enablement projects
• Act as escalation point and assists direct report(s) in providing guidance for customer issues and opportunities
• Oversees direct reports operations and productivity and works with Director of Customer Success in employee performance management
• Identifies and provides feedback through 1 on 1s
• Supports team members in contract pricing and renewal/retention strategy and negotiations
• Collaborates with Sr. Dir/Director of Customer Success to manage and review team statistics, including client Healthscores, Churnzero usage, customer retention, referrals, and reference measurements
• Maintains in-depth working knowledge of the company's brands, industry, systems and processes
• May be involved in the hiring, training, and development of new team members
• May simultaneously manage a reduced book of business in addition to managing direct reports
• Other duties as assigned

Minimum Qualifications

• Bachelor's degree in Business Administration or Human Resources required and 4+ years in customer facing HCM role or equivalent combination of education and experience.
• 1+ years of experience in people leadership preferably in Customer Success desired.
• Prior HR, Payroll, or Customer Success Manager experience desired.
• Experience presenting and negotiating required.
• Experience leveraging Customer Success platforms and BI dashboards
• Demonstrated strong technical aptitude and capabilities
• Excellent written and verbal communication skills
• Demonstrated success in a role requiring strong attention to details, teamwork, and initiative
• Demonstrated passion for delivering an outstanding customer experience
• Demonstrated bias for action and sound instincts on resolving issues effectively. Be inquisitive and like researching to solve problems and identify solutions
• Ability to lead in a dynamic, fast-growing and changing environment
• Ability to travel as needed

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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