SMB Customer Success Manager - Territory Growth & Retention

UPS Supply Chain Solutions, Inc.; Columbus (NE); On-site; USD 60,000 - 80,000; Full time

Job summary

UPS Supply Chain Solutions, Inc. is seeking a Signature Customer Success Account Manager to manage a high volume of smaller accounts across a territory that includes Grand Island, Hastings, Columbus, and Western NE.

You will focus on customer satisfaction, retention, and value realization using dashboards and reporting to guide clients. The role emphasizes proactive engagement, upsell opportunities, and collaboration with sales, support, and UPS operations to deliver effective supply chain

Qualifications

• 1–4 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 CRM with retention data, planning next steps for churn prevention/growth.

Skills

Customer success

Account management

Organizational skills

Data-driven mindset

Written communication

Job description

UPS Supply Chain Solutions, Inc. is seeking a Signature Customer Success Account Manager to manage a high volume of smaller accounts across a territory that includes Grand Island, Hastings, Columbus, and Western NE.

You will focus on customer satisfaction, retention, and value realization using dashboards and reporting to guide clients. The role emphasizes proactive engagement, upsell opportunities, and collaboration with sales, support, and UPS operations to deliver effective supply chain