Customer Success Supervisor

Customer Success Supervisor Be a Lead er in Customer Experience and Drive Long Term Retention

Are you a strategic customer success leader with 3+ years of experience in customer retention while mentoring high performing teammates and driving measurable improvements in customer retention, add-on sales, and customer satisfaction? Do you excel at balancing hands on leadership with operational excellence across the entire customer lifecycle? Can you transform customer insights into scalable processes while maintaining a customer focused culture and increasing revenue?

With 46 years of success as an AI powered trading technology pioneer, VantagePoint AI is entering an exciting growth phase, and we need an experienced Customer Success Supervisor to be a leader our customer coaching, customer service, and retention initiatives.

• Join a recognized industry leader blending AI driven innovation with financial market expertise.
• Lead customer success within a close-knit, high-performance team of just under 100 professionals.
• Experience true work life balance with standard business hours (8:30 AM to 5:30 PM, limited weekends).
• Receive 100% employer paid healthcare and dental coverage.
• Thrive in a collaborative, people first culture that values both tradition and forward thinking strategies.
• Enjoy company sponsored social events, team building retreats, and a modern workspace in Wesley Chapel.

You won't just support customers. You will be a versatile leader who excels across the entire customer journey, from frontline support to strategic retention initiatives. Your ability to flex between hands-on customer service, team mentorship, and cross-functional collaboration will directly impact customer satisfaction, loyalty, and long-term retention while ensuring operational excellence across all customer touchpoints.

• Lead by example in delivering exceptional customer support, actively handling escalations, complex cases, and high-priority customer inquiries
• Support, mentor, and develop team members across customer support, onboarding, and retention functions
• Stay deeply engaged in frontline support activities to maintain expertise, model best practices, and remain connected to evolving customer needs
• Help foster a culture of responsiveness, empathy, problem-solving, and continuous improvement throughout the support organization
• Assist in developing, implementing, and facilitating training programs focused on support quality, product knowledge, and customer communication skills
• Lead coaching sessions to elevate team performance in customer support delivery
• Demonstrate flexibility by seamlessly shifting between customer-facing support work, team mentorship, operational tasks, and strategic projects

• Take ownership of retention initiatives by proactively identifying at-risk customers and implementing intervention strategies to prevent churn
• Monitor customer health metrics and support data-driven analysis to predict and address retention risks before they escalated
• Build and maintain strong relationships with key sales stakeholders, serving as a trusted advisor and escalation point for critical issues
• Support retention strategies designed to improve customer satisfaction and reduce attrition
• Collaborate with cross-functional teams to address customer pain points, resolve recurring issues, and enhance the overall support experience
• Track and analyze retention metrics, onboarding completion rates, time to value, and customer satisfaction scores to identify improvement opportunities
• Help implement proactive outreach programs that strengthen customer relationships and demonstrate ongoing value

• Support the end-to-end customer journey from initial onboarding through renewal, demonstrating flexibility across all phases of the customer lifecycle
• Help design and optimize support processes, onboarding workflows, and retention touchpoints that drive product adoption and customer satisfaction
• Flex between operational execution and strategic planning to ensure seamless customer experiences at every stage
• Assist in implementing scalable systems and workflows for support ticket management, customer communication, and success operations
• Partner with Sales, Product, and Marketing teams to ensure smooth handoffs, consistent messaging, and alignment on customer goals
• Adapt quickly to shifting priorities, handling everything from urgent customer escalations to long-term process improvement initiatives

• Support quality assurance frameworks specifically focused on customer support interactions, response times, and resolution effectiveness
• Monitor and analyze key support performance indicators including CSAT, NPS, first response time, resolution time, ticket volume, and customer satisfaction scores
• Conduct quality reviews of support tickets, calls, and customer…