Customer Success Supervisor - Signature - Manchester, NH

UOH UPS Inc (Ohio); Manchester (NH); Hybrid; USD 70,000 - 90,000; Full time

Job summary

UPS seeks a Signature Customer Success Supervisor to manage a high volume of smaller customers, driving satisfaction and retention at scale through dashboards and reporting.

You will excel in guiding customers, identifying patterns, and enabling growth. The role includes 3–4 in-person visits per week in Manchester, NH and Nashua, NH, with local travel required in a territory covering those areas.

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

• 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.

Skills

Customer success basics

Organizational skills

Written communication

Data-driven mindset

Job description

Before you apply to a job, select your language preference from the options available at the top right of this page. Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description

Work Schedule: Monday through Friday, 8:00 AM – 5:00 PM Flexibility is required, as there may be occasions where earlier start times or later end times are needed based on customer needs. Customers may occasionally reach out on Saturdays and require support.

Work Environment & Travel

This is a hybrid position. The candidate is expected to conduct in-person customer visits 3-4 days per week within the assigned territory, including Manchester, NH and Nashua, NH. Local travel is required This position will support a territory including Manchester, NH and Nashua, NH

Job 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 Effective January 2026, this will be a Non-MIP FT Sales Management position with an enhanced sales incentive plan.

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.

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.

In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.