Hybrid Customer Success Supervisor - SMB Growth & Retention

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

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.