Customer Success Supervisor - Signature - Pensacola, FL

Job Description

This position will support a territory including Pensacola, FL, Navarre, FL, and Ferry Pass, FL, Destin, FL, and Fort Walton Beach FL.

Key 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.
    • Cook up and manage a team to handle customer inquiries.
    • 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.
  • Maintain a dashboard to 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.