Strategic Enterprise CSM – Growth & Retention

UPS; Cleveland (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

UPS is seeking a Platinum Customer Success Manager to oversee large strategic accounts in the Columbus, OH region. You will act as a trusted advisor, drive value realization, and ensure long-term success by aligning UPS solutions with client objectives, focusing on satisfaction, retention, and revenue growth.

You will collaborate with sales, operations, and Care & Service teams to deliver end-to-end supply chain solutions, conduct regular business reviews, and develop tailored success plans to

Qualifications

• Bachelor’s degree in business, marketing, or related field.
• Proven track record managing large, high-value accounts with high customer satisfaction.
• Strong relationship management and interpersonal skills.
• Exceptional communication and negotiation skills.
• Willingness to travel occasionally.

Responsibilities

• Serve as primary point of contact for assigned accounts.
• Coordinate with sales, support, UPS operations, Care & Service Control to deliver supply chain solutions.
• Conduct frequent business reviews to provide insights and recommendations to enhance customer experience.
• Develop and execute tailored success plans, driving adoption and maximizing ROI.
• Create strategies for upselling / cross-selling opportunities to drive account growth.
• Regularly create QBRs/QVPs for customers.
• Monitor and analyze customer metrics to support retention and growth.

Skills

Relationship management

Interpersonal skills

Communication

Negotiation

Customer success metrics

Travel (occasional)

Education

Bachelor's degree in business or related field

Job description

UPS is seeking a Platinum Customer Success Manager to oversee large strategic accounts in the Columbus, OH region. You will act as a trusted advisor, drive value realization, and ensure long-term success by aligning UPS solutions with client objectives, focusing on satisfaction, retention, and revenue growth.

You will collaborate with sales, operations, and Care & Service teams to deliver end-to-end supply chain solutions, conduct regular business reviews, and develop tailored success plans to