Customer Success Account Manager- Signature - Rocklin, CA
This position will support a territory including Rocklin, Grass Valley, Yuba City, Granite Bay, Lincoln, and Auburn, CA.
About the Role
The Signature Customer Success Supervisor 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 supervisor will drive customer loyalty and growth by identifying patterns, addressing common challenges, and enabling customers to maximize their success with our solutions and products.
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 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.
- Ability to manage multiple customer engagements through strong organizational skills.
- Data-driven mindset.
- Excellent written communication skills.
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
The salary range for this position is $70,260.00/year to $123,000.00/year. Actual compensation is based on various factors such as location, job-related knowledge, skills, education/training, and work experience. This position is eligible for our sales incentive plan and offers the annual management incentive plan, subject to applicable eligibility requirements. Incentives are not guaranteed and are dependent upon individual and/or company performance.
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
- Educational 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