Customer Success Account Manager

United Parcel Service, Inc.; Lehi (UT); On-site; USD 52,000 - 78,000; Full time

Job summary

United Parcel Service, Inc. is seeking a Customer Success Account Manager - Signature to support a Utah territory including Lehi, Draper and Murray.

The role focuses on high-volume, smaller accounts, driving satisfaction, retention, and growth through data-driven guidance and proactive engagement. You will coordinate with sales, support, and UPS operations to deliver supply chain solutions, monitor health metrics, and identify upsell opportunities while providing value-driven recommendations to

Qualifications

• 0–4 years in customer success, support, or related customer-facing roles.
• SMB account management experience.
• Ability to manage multiple customer engagements through strong organizational skills.
• Data-driven mindset.
• Excellent written communication skills.

Responsibilities

• Serve as primary contact and advocate for assigned accounts.
• Handle routine inquiries with standardized solutions and escalate complex issues.
• Coordinate with sales, support, and UPS operations to deliver supply chain solutions.
• Proactively engage existing customers to enhance value and prevent churn.
• Conduct periodic virtual check-ins and performance reviews to assess satisfaction and identify improvements.
• Identify low-touch upsell opportunities and guide customers to resources for additional value.
• Develop strategies for upselling/cross-selling opportunities to drive account growth.
• Drive product adoption and educate customers on products and services.
• Manage a large portfolio of lower-tier accounts with a focus on efficiency and scalability.
• Monitor customer health metrics to measure satisfaction and prevent churn.
• Update UPS DRIVE with retention data, planning next steps for churn prevention/growth.

Skills

Customer success

Account management

Organizational skills

Data-driven mindset

Written communication

Job description

Customer Success Account Manager - Signature - Lehi, UT

Location: 2040 PARKWAY BOULEVARD, SALT LAKE CITY, UT 84119, United States of America

Category: Sales

Employment Type: Full time

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Job Description

This position will support a territory including Lehi, UT, Draper, UT, and Murray, UT

Summary

The Signature Customer Success Supervisor will manage a high volume of smaller customers. The Signature Customer Success Supervisor will focus on driving customer satisfaction and retention at scale, leveraging dashboards and reporting to support clients effectively. The Signature Customer Success Supervisor will excel in managing multiple customers efficiently, providing value-driven guidance, and ensuring consistent engagement. The Signature Customer Success Supervisor will drive customer loyalty and growth by identifying patterns, addressing common challenges, and enabling customers to maximize their success with our solutions and products.

Key Responsibilities

Issue Management

• Serve as the primary point of contact and advocate for assigned accounts.
• Handle routine customer inquiries with standardized solutions while escalating complex issues as needed.
• Coordinate with sales, support teams, and UPS operations to deliver supply chain solutions.

Value Creation / Proposals

• Proactively engage existing customers to enhance value and prevent churn.
• Conduct periodic, mostly virtual customer check-ins and performance reviews to assess satisfaction and identify improvement areas.
• Identify low-touch upsell opportunities and guide customers to resources for additional value.
• Develop strategies for upselling / cross-selling opportunities to drive account growth.
• Drive product adoption and educate customers on products and services.

Territory Management

• Manage a large portfolio of lower-tier accounts with a focus on efficiency and scalability.
• Monitor customer health metrics to measure satisfaction and prevent churn.

Feedback Collection

• Update UPS DRIVE with retention data, planning next steps for churn prevention / growth.

Qualifications

• 0–4 years in customer success, support, or related customer-facing roles.
• SMB account management experience.
• Ability to manage multiple customer engagements through strong organizational skills.
• Data-driven mindset.
• Excellent written communication skills.

The internal job posting will close 11/13 for all employees

Employee Type: Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.