Customer Success Supervisor - Signature - Manchester, NH

hcmportal; Manchester (NH); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Regular field travel

Job summary

UPS is seeking a high-energy Customer Success Manager to own a portfolio across Manchester, NH and Nashua, NH. The role requires in-person visits 3–4 days per week within the assigned territory and a hybrid work arrangement.

You will manage customer inquiries, coordinate with cross-functional teams, and drive retention and growth through value creation and proactive engagement. The position includes an enhanced sales incentive plan and is a permanent, full-time role.

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 and analytical approach.
• Excellent written communication skills.

Responsibilities

• Serve as the primary point of contact and advocate for assigned accounts.
• Coordinate with sales, support teams, and UPS operations to deliver supply chain solutions.
• Identify upsell opportunities and guide customers to resources for added value.
• Develop strategies for upselling/cross-selling to drive account growth.

Skills

Customer success

Account management

Organizational skills

Data-driven mindset

Written communication

Job description

Job Description:

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.

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

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

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.