Customer Success Account Manager - Signature - Richmond, VA

Job Description

The Signature Customer Success Manager (CSM) will manage a high volume of smaller customers. The Signature CSM will focus on driving customer satisfaction and retention at scale, leveraging dashboards and reporting to support clients effectively.

Key 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

Value Creation / Proposals

• Proactively engages 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 and 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 to prevent churn

Feedback Collection

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

Qualifications

• 0-4 years in customer success, support, or related customer-facing roles
• SMB account management experience
• Can manage multiple customer engagements through strong organizational skills
• Data driven mindset
• Excellent written communication skills

Employee Type

Permanent

UPS Commitment

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. UPS is an equal opportunity employer.

Other Criteria

• 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.

Pay Range

The salary range for this position is $61,620.00/year to $107,880.00/year. Actual compensation is based on various factors such as location, job-related knowledge, skills, education/training, and work experience.

Benefits

• Medical/prescription drug coverage
• Dental & Vision Benefits
• Flexible Spending Account
• Health Savings Account
• Dependent Care Flexible Spending Account
• Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
• Disability Income Protection Plan
• Employee Assistance Program
• Education Assistance Program
• 401(k) retirement program
• Vacation, Paid Holidays and Personal time
• Paid Sick/Family and Medical Leave time as required by law
• Discounted Employee Stock Purchase Program