Client Success Sales Supervisor

The Sales Supervisor - Client Success is responsible for leading and developing a team of Client Success Coordinators, Client Success Managers, and Senior Client Success Managers across assigned geographies. This role ensures the successful execution of client relationship management, service delivery alignment, and account retention strategies while driving key geographic performance metrics.

The Supervisor partners closely with Sales, Operations, and Technical teams to ensure consistent service excellence, strong client partnerships, and measurable performance outcomes. This role is accountable for driving retention, pull-through, and overall client satisfaction across their region while supporting the professional development and operational effectiveness of the Client Success team.

In addition to team leadership responsibilities, the Supervisor may directly manage a select group of strategic customer accounts to ensure strong engagement, service performance, and long-term partnership success. This position reports to the Director of Sales - Client Success.

• Team Leadership & Development
  • Lead, coach, and develop a team of Client Success Coordinators, Client Success Managers, and Senior Client Success Managers across multiple geographies.
  • Provide guidance, mentorship, and performance management to ensure team members deliver consistent, high-quality client experiences.
  • Conduct regular one-on-one meetings, performance reviews, and development planning for direct reports.
  • Establish best practices for client engagement, issue resolution, and account management across the team.
  • Support hiring, onboarding, and training of new Client Success team members.

• Client Success Strategy & Execution
  • Ensure consistent service delivery and strong client relationships across assigned portfolios.
  • Oversee client success activities including onboarding, service performance reviews, contract renewals, and issue resolution.
  • Monitor and improve client satisfaction metrics such as Net Promoter Score (NPS), response time, and service completion rates.
  • Identify risks to client satisfaction or retention and guide the team in developing proactive mitigation strategies.

• Geographic Performance Management
  • Drive performance of key geographic KPIs including pull-through factor, account retention, and service growth.
  • Monitor account performance and team activity across assigned territories.
  • Partner with Operations leadership to ensure alignment between service delivery and client expectations.
  • Identify opportunities to expand services within existing accounts and support growth initiatives.

• Strategic Account Oversight
  • Personally manage a select portfolio of strategic clients when necessary.
  • Lead executive-level relationship management, account planning, and service reviews for key accounts.
  • Ensure consistent communication and alignment with client leadership regarding service performance and contract value.

• Cross-Functional Collaboration
  • Collaborate with Operations, Customer Service, Technical Solutions, and Business Development teams to deliver strong client outcomes.
  • Support contract renewals, pricing discussions, and service scope expansion.
  • Ensure CRM systems are maintained with accurate client engagement data and account activity.

• Reporting & Performance Tracking
  • Track and report client success performance metrics across the assigned region.
  • Prepare internal performance summaries highlighting risks, opportunities, and trends.
  • Provide visibility to Sales leadership regarding retention performance, client satisfaction, and growth opportunities.

• Bachelor's degree in Business, Management, or a related field preferred. Equivalent relevant experience may be considered.
• 7-10 years of experience in client relationship management, customer success, account management, or service delivery-preferably in building services, construction, or technical service environments.
• 3+ years of leadership or supervisory experience preferred.
• Proven ability to lead and develop client success or account management teams.
• Strong understanding of service delivery models and operational performance metrics.
• Demonstrated success driving account retention, client satisfaction, and revenue growth within existing clients.
• Ability to manage multiple geographies and diverse client portfolios.
• Strong communication and relationship management skills with the ability to influence both internal teams and external clients.
• Strategic mindset with ability to identify risks and growth opportunities across accounts.
• Experience using CRM platforms such as HubSpot, Salesforce, or equivalent systems.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.