SMB Customer Success Manager - Growth & Retention

UPS Supply Chain Solutions, Inc.; United States; On-site; USD 70,000 - 123,000; Full time

Benefits offered by this job

Medical coverage

401(k) retirement plan

Paid time off

Employee Stock Purchase Program

Job summary

UPS Supply Chain Solutions, Inc. in Chatsworth, CA seeks a Signature Customer Success Supervisor to manage a high volume of smaller customers and drive satisfaction, retention, and growth at scale.

You will use dashboards and reporting to support client decisions, coordinate with sales and operations, and identify upsell opportunities to maximize value from our solutions and products.

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

Skills

Customer success

Multi-tasking

Data-driven mindset

Written communication

SMB account management

Job description

UPS Supply Chain Solutions, Inc. in Chatsworth, CA seeks a Signature Customer Success Supervisor to manage a high volume of smaller customers and drive satisfaction, retention, and growth at scale.

You will use dashboards and reporting to support client decisions, coordinate with sales and operations, and identify upsell opportunities to maximize value from our solutions and products.