SMB Customer Success Manager - Growth & Retention

United Parcel Service, Inc.; Lehi (UT); Presencial; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

United Parcel Service, Inc. is seeking a Signature Customer Success Supervisor to manage a high volume of smaller customers and focus on satisfaction and retention at scale.

You will leverage dashboards and reporting to support clients, identify patterns, and enable customers to maximize value from UPS solutions and products. The role requires strong organizational skills, data-driven decision making, and the ability to handle multiple engagements concurrently.

Formación

• 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.

Responsabilidades

• 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.
• Update UPS DRIVE with retention data, planning next steps for churn prevention / growth.

Descripción del empleo

United Parcel Service, Inc. is seeking a Signature Customer Success Supervisor to manage a high volume of smaller customers and focus on satisfaction and retention at scale.

You will leverage dashboards and reporting to support clients, identify patterns, and enable customers to maximize value from UPS solutions and products. The role requires strong organizational skills, data-driven decision making, and the ability to handle multiple engagements concurrently.