Supervisor of Client Success

About Us:

Safety Services Company is North America's leading provider of contractor compliance managed services, safety trainings and materials. In our 20 years in business we have been named to the Inc. 5000 list of fastest growing companies 7 times. We're a people-first, values-driven organization that believes strong leadership, accountability, and continuous improvement are the foundation of exceptional client experiences.

Job Summary:

The Client Success Supervisor is a people-first leader responsible for managing, developing, and holding accountable a team of Client Success Managers (CSMs). This role plays a critical part in driving client experience, team performance, and operational excellence.

You'll lead a remote team of CSMs, ensuring consistent execution, accurate reporting, strong communication, and continuous improvement across processes and performance.

This is a leadership-forward role, not an individual contributor position. The right candidate is proactive, data-driven, comfortable making decisions, and motivated to grow into future senior leadership.

Work Schedule & Availability:

This is a full-time remote role with standard business hours. Availability is required Monday–Friday, 8:00 AM–5:00 PM Mountain Time. While the role is remote, consistent presence and communication during these hours is essential for team leadership, collaboration, and client support. Occasional flexibility outside of these hours may be required based on business needs.

Key Responsibilities:

Team Leadership & Development

• Lead, coach, and manage a team of 10+ remote Client Success Managers
• Set clear expectations around performance, accountability, communication, and availability
• Conduct regular 1:1s, performance reviews, and coaching sessions
• Identify skill gaps and implement targeted development plans
• Foster a culture of ownership, trust, and continuous improvement

Client Experience & Performance

• Ensure consistent, high-quality client experience across the portfolio
• Support escalations, problem-solving, and complex client situations
• Partner with CSMs to proactively identify risks to retention and satisfaction
• Drive improvements in client outcomes through coaching and process optimization

Reporting, KPIs & Operational Excellence

• Own accurate reporting for team KPIs, performance metrics, and client health
• Monitor and manage performance against established CSM KPIs
• Identify trends, gaps, and root causes impacting performance or client experience
• Translate data into actionable insights and recommendations

Process Improvement & Initiative

• Proactively identify inefficiencies, risks, and opportunities for improvement
• Lead or support process improvements that enhance scalability and consistency
• Partner cross-functionally to improve workflows, tools, and documentation
• Take initiative — this role is expected to see problems and act, not wait

Leadership Readiness & Growth

• Demonstrate ownership and strategic thinking beyond day-to-day execution
• Build leadership capabilities aligned with future growth
• Act as a trusted partner to the Director of Client Success

Required/Strongly Preferred

• Bachelor's degree preferred (can be waived by experience)
• Prior leadership or supervisory experience (formal or equivalent)
• Experience in a customer-facing, client success,