Customer Success Account Manager - Signature - Richmond, VA

United Parcel Service of America, Inc. • $61K — $107K *
Richmond, VA 23223In-Person
Business Services
Less than 5 years of experience
2 weeks ago
Job Overview by Ladders

Qualifications

  • 0-4 years in customer success, support, or related customer-facing roles
  • Experience managing SMB accounts
  • Strong organizational skills for handling multiple customer engagements
  • Data-driven mindset for effective decision making
  • Excellent written communication skills

Responsibilities

  • Serve as primary point of contact and advocate for assigned accounts
  • Handle routine customer inquiries and escalate complex issues
  • Coordinate with sales and support teams to provide solutions
  • Proactively engage existing customers to enhance value and prevent churn
  • Conduct virtual check-ins and performance reviews to assess and improve satisfaction
  • Identify upsell opportunities and guide customers to additional resources
  • Monitor customer health metrics to prevent churn and drive account growth

Benefits

  • Permanent position with career stability
  • Opportunities for professional growth in customer success
  • Access to various resources to support customer engagement
  • Collaborative work with sales and operational teams for solution delivery
  • Focus on data-driven strategies enhancing customer satisfaction
Full Job Description

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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. 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.

The territory for this role will be in and around Richmond, VA,

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 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 customer 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

About United Parcel Service of America, Inc.

United Parcel Service of America, Inc. Careers

There has never been a better time to join the global team at United Parcel Service of America, Inc. (UPS)—a leader in logistics and package delivery services.

Work You’ll Do

Join UPS’s industry-leading team to help drive innovation and operational excellence across one of the world’s most essential service networks. Transform logistics and global commerce with the best minds at UPS, leveraging cutting-edge technology and deep industry expertise. Lead from a unique position in the marketplace, at the intersection of technology, operational excellence, and customer service. Work with a global team of business and logistics experts to help clients and communities achieve their business goals and meet delivery needs. Collaborate with a dedicated team of over 480,000 professionals worldwide, making UPS not just the biggest, but also one of the most trusted names in the industry.

Introducing the UPS Professional Growth and Development Program

The program is designed to foster leadership and professional skills, helping employees master their career paths within UPS.

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Join one of the largest and most respected logistics networks in the world—480,000+ dedicated professionals at the intersection of technology, service, and innovation.

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Deliver targeted solutions through a depth and breadth of logistics experience and innovation that’s second to none.

Be Part of a Great Team

Engage in a wide range of job opportunities utilizing UPS technology and harness the unparalleled capabilities, global scale, and comprehensive logistics strategy.

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Advance your career with limitless opportunities supported by unmatched training, development, and certification programs.

Explore

Discover how UPS is moving towards smarter logistics solutions: [With Advanced Tracking Systems] UPS enhances package tracking capabilities, ensuring timely deliveries and customer satisfaction. Logistics management solutions position UPS as a leader in global commerce, providing robust tools essential for modern logistics needs.

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Learn more about United Parcel Service of America, Inc.
Industry
Transportation
* Ladders Estimates

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