Strategic SMB Customer Success Supervisor

UPS; Greensboro (NC); On-site; CAD 55,000 - 70,000; Full time

Job summary

UPS is seeking a Signature Customer Success Supervisor to manage a high volume of smaller customers and drive satisfaction and retention at scale. You will leverage dashboards and reporting to support clients, manage multiple engagements, and identify opportunities for growth and value delivery.

Join UPS to drive customer loyalty, coordinate with sales and operations, and educate customers on products and services while focusing on efficiency and scalability across a large portfolio.

Qualifications

• 0–4 years in customer success, support, or related 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 for assigned accounts.
• Handle routine inquiries with standardized solutions; escalate complex issues.
• Coordinate with sales, support, and UPS operations to deliver supply chain solutions.
• Engage existing customers to enhance value and prevent churn.
• Conduct periodic virtual check-ins and performance reviews.
• Identify upsell opportunities and guide customers to resources.
• Develop strategies for upselling and cross-selling.
• Drive product adoption and educate customers on products and services.
• Manage a large portfolio of lower-tier accounts with focus on efficiency and scalability.
• Monitor customer health metrics to measure satisfaction and prevent churn.
• Update UPS DRIVE with retention data, planning next steps.

Skills

Data-driven mindset

Written communication

Multi-account management

Organizational skills

Job description

UPS is seeking a Signature Customer Success Supervisor to manage a high volume of smaller customers and drive satisfaction and retention at scale. You will leverage dashboards and reporting to support clients, manage multiple engagements, and identify opportunities for growth and value delivery.

Join UPS to drive customer loyalty, coordinate with sales and operations, and educate customers on products and services while focusing on efficiency and scalability across a large portfolio.