Customer Success Manager - SMB Growth & Retention

UPS; West Valley City (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

UPS in Utah is seeking a Signature Customer Success Supervisor to manage a high-volume portfolio of smaller accounts across Lehi, Draper, and Murray. You will drive retention, satisfaction, and value realization with dashboards and regular reviews.

The role emphasizes coordinating with sales, support, and operations, identifying upsell opportunities, and guiding customers to resources. You will monitor health metrics and ensure scalable, efficient customer engagement.

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 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.
• Proactively engage existing customers to enhance value and prevent churn.
• Conduct periodic virtual 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.
• 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 experience

Account management

Organizational skills

Data-driven mindset

Written communication

Job description

UPS in Utah is seeking a Signature Customer Success Supervisor to manage a high-volume portfolio of smaller accounts across Lehi, Draper, and Murray. You will drive retention, satisfaction, and value realization with dashboards and regular reviews.

The role emphasizes coordinating with sales, support, and operations, identifying upsell opportunities, and guiding customers to resources. You will monitor health metrics and ensure scalable, efficient customer engagement.