Mid-Market & Enterprise Accounts Location: Remote | Department: Customer Success | Employment Type: Full-Time
About the Role We are seeking a proactive, relationship-driven Customer Success Manager (CSM) to manage a portfolio of mid-market and enterprise retail partners.
As a CSM, you will serve as the primary point of contact for your assigned accounts, responsible for building strong relationships, driving product adoption, supporting operational performance, and ensuring long-term customer satisfaction and retention.
You will develop a deep understanding of each retailer's business objectives, identify opportunities to maximize the value of Happy Returns' solutions, and work cross-functionally to resolve challenges and support account growth.
This role is ideal for someone who enjoys building customer relationships, takes ownership of outcomes, and thrives in a fast-paced environment that combines technology, retail, and logistics.
Key Responsibilities Account Management & Customer Relationships- Own and manage a portfolio of mid-market and enterprise retail accounts, serving as their primary point of contact.
- Build and maintain strong relationships with key customer stakeholders to understand their business objectives, priorities, and challenges.
- Develop account plans that align Happy Returns' solutions with each retailer's goals and evolving business needs.
- Maintain regular communication with customers, proactively providing updates, and ensuring a positive partnership experience.
- Serve as a trusted partner by providing guidance, recommendations, and ongoing support.
Customer Retention & Growth- Take ownership of customer health, satisfaction, and retention across an assigned portfolio.
- Proactively identify account risks, develop action plans, and collaborate internally to support successful renewals.
- Identify opportunities to expand product adoption, optimize existing return programs, and introduce additional Happy Returns solutions.
- Monitor account performance and identify opportunities to improve customer outcomes.
Business Reviews & Performance Management- Prepare and lead regular customer business reviews, presenting relevant performance metrics, trends, and opportunities.
- Analyze customer data to identify insights related to return volume, operational performance, shopper experience, and program effectiveness.
- Translate data into actionable recommendations that demonstrate the value of Happy Returns.
- Track customer objectives, action items, and follow-up commitments to ensure consistent progress.
Operational Support & Issue Resolution- Serve as the primary point of coordination for customer questions, operational challenges, and escalations.
- Partner with Operations, Product, Engineering, Support, and other internal teams to investigate issues and drive timely resolution.
- Maintain ownership of customer issues from initial identification through resolution, ensuring clear communication and follow-through.
- Help customers navigate return workflows, product functionality, integrations, and operational processes.
- Identify recurring challenges and recommend improvements to enhance the customer experience.
Qualifications Required Experience & Skills- 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
- Experience managing a portfolio of business customers and building long-term client relationships.
- Strong organizational and project management skills, with the ability to manage multiple accounts, priorities, and deadlines.
- Excellent written and verbal communication skills, including the ability to lead customer meetings and deliver professional presentations.
- Strong problem-solving skills and the ability to coordinate effectively across multiple teams.
- Comfortable working with data, interpreting performance metrics, and communicating actionable insights.
- Demonstrated ability to take ownership, follow through on commitments, and proactively address customer needs.
- Ability to work independently and adapt to changing priorities in a fast-paced environment.
- Experience with CRM systems such as Salesforce and proficiency in Microsoft Office or similar productivity tools.
Preferred Qualifications- Experience in e-commerce, retail, SaaS, logistics, transportation, or reverse logistics.
- Familiarity with customer retention, renewals, account growth, and business review processes.
- Experience working with technical integrations, operational workflows, or customer support escalations.
- Experience collaborating with Sales, Product, Operations, or Engineering teams.
- Bachelor's degree or equivalent professional experience.
What Success Looks Like- Strong customer relationships and consistently positive partnership experiences.
- Healthy account retention and proactive identification of renewal risks.
- Increased adoption and utilization of Happy Returns' products and services.
- Well-prepared, insightful customer business reviews that demonstrate measurable value.
- Effective ownership of customer issues, with timely communication and resolution.
- Consistent account planning, execution, and follow-through.
- Strong collaboration across Happy Returns and UPS teams to deliver customer outcomes.
Compensation- Compensation for this position will be determined based on a variety of factors, including internal equity, geographic location, and the candidate's job-related knowledge, skills, and experience. In addition to base pay, this position may be eligible for a bonus and a comprehensive benefits package, which includes medical, financial, and other benefits, depending on the level and position offered.
