Customer Success Supervisor - Signature - Willoughby, OH

UPS; Cleveland (OH); Vor Ort; USD 61.620 - 107.880; Vollzeit

Benefits dieser Stelle

Medical/prescription drug coverage

401(k) retirement program

Paid time off

Zusammenfassung

A leading logistics company based in Cleveland is seeking a Customer Success Supervisor to drive customer satisfaction and retention. The role involves managing a portfolio of accounts, proactively addressing customer needs, and providing strategic guidance for account growth. The ideal candidate will possess strong organizational skills and a data-driven mindset. Benefits include medical coverage, retirement plans, and more.

Qualifikationen

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

Aufgaben

• Serve as the primary point of contact for assigned accounts.
• Handle routine customer inquiries with standardized solutions.
• Engage existing customers to enhance value and prevent churn.
• Monitor customer health metrics to measure satisfaction.

Kenntnisse

Customer success

Organizational skills

Data analysis

Written communication

Jobbeschreibung

Customer Success Supervisor - Signature - Willoughby, OH

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Job Description

This position will support a territory including Willoughby, OH, Streetsboro, OH, and Aurora, OH.

Summary

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

Effective Date

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.

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.

Pay Range

The salary range for this position is $61,620.00/year to $107,880.00/year. Actual compensation is based on various factors such as location, job‑related knowledge, skills, education/training, and work experience. This position is eligible for our sales incentive plan and offers the annual management incentive plan, subject to applicable eligibility requirements. Incentives are not guaranteed and are dependent upon individual and/or company performance. Our company offers the following benefits for this position, subject to applicable eligibility requirements: Medical/prescription drug coverage, Dental & Vision Benefits, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, Educational Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick/Family and Medical Leave time as required by law, Discounted Employee Stock Purchase Program.

EEO Statement

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