UPS
Customer Success Account Manager – Signature – Youngstown, OH
UPS, Cleveland, Ohio, us, 44101
Job Description
This position will support a territory including Youngstown, OH, Warren, OH, and Austintown, OH.
Summary 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. The Signature CSM will excel in managing multiple customers efficiently, providing value‑driven guidance, and ensuring consistent engagement. The Signature CSM will drive customer loyalty and growth by identifying patterns, addressing common challenges, and enabling customers to maximize their success with our solutions and products. Effective January 2026, this will be a Non‑MIP FT Sales Management position with an enhanced sales incentive plan.
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
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
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
Basic 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.
Compensation Pay Range: $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. This position is eligible for our sales incentive plan and offers the annual management incentive plan, subject to applicable eligibility requirements.
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.
EEO Statement UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
#J-18808-Ljbffr
Summary 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. The Signature CSM will excel in managing multiple customers efficiently, providing value‑driven guidance, and ensuring consistent engagement. The Signature CSM will drive customer loyalty and growth by identifying patterns, addressing common challenges, and enabling customers to maximize their success with our solutions and products. Effective January 2026, this will be a Non‑MIP FT Sales Management position with an enhanced sales incentive plan.
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
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
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
Basic 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.
Compensation Pay Range: $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. This position is eligible for our sales incentive plan and offers the annual management incentive plan, subject to applicable eligibility requirements.
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.
EEO Statement UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
#J-18808-Ljbffr