Remote CSM for Mid-Market & Enterprise Accounts

Happy Returns, a UPS Company; Atlanta (GA); Remote; USD 90,000 - 135,000; Full time

Job summary

Happy Returns is seeking a proactive Customer Success Manager to manage a portfolio of mid-market and enterprise retail partners. You will be the primary contact, building strong relationships, driving product adoption, and ensuring long-term customer satisfaction and retention.

You’ll develop retailer-specific account plans, monitor health metrics, and work cross-functionally with Operations, Product, and Engineering to resolve issues and optimize outcomes.

Qualifications

• 3+ years in Customer Success, Account Management, Client Services, or a related role
• Experience managing a portfolio of business customers and building long-term relationships
• Strong organizational and project management skills with multiple accounts
• Excellent written and verbal communication, ability to lead meetings and deliver presentations
• Strong problem-solving skills and cross-team coordination
• Comfortable with data, interpreting performance metrics, and providing insights
• Demonstrated ownership and proactive issue resolution in fast-paced environments
• Experience with CRM systems such as Salesforce and productivity tools like Microsoft Office

Responsibilities

• Own and manage a portfolio of mid-market and enterprise retail accounts as the primary contact
• Develop account plans aligning Happy Returns solutions with retailer goals
• Maintain regular communication and ensure a positive partnership experience
• Proactively identify renewal risks and collaborate to support renewals
• Identify opportunities to expand product adoption and return programs
• Prepare and lead customer business reviews with relevant metrics and insights
• Coordinate with Operations, Product, Engineering, Support to resolve issues
• Navigate return workflows, integrations, and operational processes

Skills

Customer Success

Account Management

Client Services

CRM (Salesforce)

Data interpretation

Cross-functional collaboration

Presentation skills

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Microsoft Office

Job description

Happy Returns is seeking a proactive Customer Success Manager to manage a portfolio of mid-market and enterprise retail partners. You will be the primary contact, building strong relationships, driving product adoption, and ensuring long-term customer satisfaction and retention.

You’ll develop retailer-specific account plans, monitor health metrics, and work cross-functionally with Operations, Product, and Engineering to resolve issues and optimize outcomes.