Platinum Customer Success Manager - Nashville, TN

UOH UPS Inc (Ohio); Nashville (TN); On-site; USD 85,000 - 110,000; Full time

Job summary

UPS is seeking a Platinum Customer Success Manager to support a territory including Nashville, TN and surrounding areas. You will oversee and nurture relationships with large customers, acting as a trusted advisor to drive value realization and long-term success for strategic accounts.

Responsibilities include proactive engagement to mitigate churn, conducting business reviews, and developing tailored success plans to maximize ROI.

Qualifications

• Must have 5+ years in customer success, account management or supply chain consulting.
• Experience with large, high-value accounts and customer satisfaction metrics.
• Bachelor’s degree in business, marketing, or related field preferred.
• Strong relationship and negotiation skills.

Responsibilities

• Serve as primary point of contact for assigned accounts.
• Drive value realization and long-term success for strategic customers.
• Conduct frequent business reviews, in-person or virtual, to provide insights and recommendations.
• Develop and execute tailored success plans, driving adoption and ROI.
• Create strategies for upselling / cross‑selling opportunities to drive account growth.
• Collaborate with Sales, Support, UPS Operations and Care & Service Control to deliver solutions.

Skills

Relationship management

Interpersonal skills

Communication

Negotiation

Customer success

Account management

Supply chain consulting

CRM proficiency

Education

Bachelor’s degree in business/marketing or related field

Job description

Before you apply to a job, select your language preference from the options available at the top right of this page. 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.

Job Description: Job Description This position will support a territory including Nashville, TN and surrounding areas. The Platinum Customer Success Manager (CSM) will oversee and nurture relationships with large customers. The Platinum CSM will act as a trusted advisor, drive value realization and long-term success for our strategic customers. The ideal Platinum CSM will excel at building strong business collaboration, understand complex business needs, and align our solutions to meet those objectives. With a focus on client satisfaction, retention, and growth, the Platinum CSM will proactively address challenges, identify available solutions and upsell opportunities. They would ensure seamless collaboration across internal teams to deliver exceptional customer service. This role is pivotal in driving customer loyalty and maximizing revenue from existing customers.

Key Responsibilities

Issue Management

• Serve as the primary point of contact and advocate for assigned accounts.
• Handle routine customer inquiries with standardized solutions, escalating complex issues as needed.
• Coordinate with sales, support teams, UPS operations, and Care & Service Control to deliver supply chain solutions and resolve critical issues.

Value Creation / Strategic Engagement

• Proactively engage existing customers to identify and mitigate risks to ensure customer satisfaction and retention and prevent churn.
• Conduct frequent business reviews, either in-person or virtually, to provide insights and recommendations to enhance the customer experience.
• Develop and execute tailored success plans, driving adoption and maximizing ROI.
• Create strategies for upselling / cross‑selling opportunities to drive account growth.
• Engage as needed with HIA to ensure customers trust and value service delivery.
• Assess the customer’s business objectives, challenges, and success metrics to ensure UPS alignment to customer needs.
• Regularly create QBRs/QVPs for customers.

Analytics / Reporting

• Analyze customer mix and performance metrics to support balanced retention efforts.
• Stay informed on the customer’s industry trends to provide strategic guidance through UPS offerings.
• Monitor customer mix and performance metrics to support balanced retention efforts.
• Update UPS DRIVE with retention data and plan next steps for churn prevention / growth.

Qualifications

• Strong relationship management and interpersonal skills.
• Exceptional communication and negotiation skills.
• 5 or more years in customer success, account management or supply chain consulting.
• Extensive experience in customer relationship management and customer success metrics.
• Proven track record of managing large, high-value accounts with high customer satisfaction or customer experience feedback.
• Bachelor’s degree in business, marketing, or a related field (preferred).

Must be located within the territory. There is no relocation support available for this role.

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.

In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters.

UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.