Customer Success Account Manager - Signature - Alafaya, FL

This position will support a territory including Alafaya, Longwood, Oviedo, Mims, Titusville, University, and Orlando, FL.

About the Role

The Signature Customer Success Account Manager will manage a high volume of smaller customers, focusing on driving customer satisfaction and retention at scale. This role leverages dashboards and reporting to support clients effectively, excels in managing multiple customers efficiently, and provides value-driven guidance to ensure consistent engagement. The goal is to drive customer loyalty and growth by identifying patterns, addressing common challenges, and enabling customers to maximize their success with our solutions and products.

Responsibilities

• Issue Management: 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.
• Value Creation / Proposals: 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.
• Territory Management: 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.
• Feedback Collection: Update UPS DRIVE with retention data, planning next steps for churn prevention/growth.

Requirements

• Travel required; meeting customers face-to-face 5 days out of the week.
• 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.

Qualifications

• Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

Employee Type: Permanent