Data-Driven SMB CSM | Retention & Growth

UPS; Richmond (VA); On-site; USD 61,620 - 107,880; Full time

Benefits offered by this job

Medical coverage

Dental & Vision

401(k) retirement program

Paid time off

Job summary

UPS is seeking a Signature Customer Success Manager to manage a high volume of smaller customers around Richmond, VA. The role focuses on 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, drive product adoption, and identify upsell opportunities while monitoring customer health metrics.

Qualifications

• 0-4 years in customer success, support, or related roles
• SMB account management experience
• Ability to manage multiple engagements with strong organization

Responsibilities

• Serve as primary point of contact and advocate for assigned accounts
• Handle routine inquiries with standard solutions; escalate complex issues
• Coordinate with sales, support, and UPS operations to deliver solutions
• Engage existing customers to enhance value and prevent churn
• Conduct periodic check-ins and reviews to assess satisfaction and identify improvements
• Identify upsell opportunities and guide customers to additional value
• Drive product adoption and educate customers on offerings
• Monitor health metrics to measure satisfaction and prevent churn

Skills

Customer success

Organizational skills

Written communication

Job description

UPS is seeking a Signature Customer Success Manager to manage a high volume of smaller customers around Richmond, VA. The role focuses on 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, drive product adoption, and identify upsell opportunities while monitoring customer health metrics.