Growth-Focused SMB CS Manager

UOH UPS Inc (Ohio); United States; On-site; USD 70,000 - 123,000; Full time

Benefits offered by this job

Medical coverage

Dental & Vision benefits

401(k) retirement plan

Paid vacation & holidays

Paid time off & leave

Job summary

UPS is seeking a Signature Customer Success Supervisor to manage a high volume of smaller accounts across a California territory, focusing on satisfaction and retention at scale. You will leverage dashboards and reporting to drive value, engagement, and renewal opportunities for our solutions.

In this role, you’ll coordinate with sales, support, and operations, handle inquiries, monitor health metrics, and advocate for customers while identifying upsell and cross-sell opportunities, contributing

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, 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.
• 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

Account management

Organizational skills

Data-driven

Written communication

Job description

UPS is seeking a Signature Customer Success Supervisor to manage a high volume of smaller accounts across a California territory, focusing on satisfaction and retention at scale. You will leverage dashboards and reporting to drive value, engagement, and renewal opportunities for our solutions.

In this role, you’ll coordinate with sales, support, and operations, handle inquiries, monitor health metrics, and advocate for customers while identifying upsell and cross-sell opportunities, contributing