Customer Success Manager

Location:

Remote | Department:
Customer Success |

Employment Type:

Full-Time

Location:

Remote | Department:
Customer Success |

Employment Type:

Full-Time

Happy Returns, a UPS Company, is transforming the e-commerce returns experience through a combination of innovative technology, reverse logistics, and our nationwide network of Return Bars®.

Our mission is to make returns easier for shoppers, more efficient for retailers, and better for the planet. We partner with leading retailers to deliver seamless return experiences while helping businesses reduce costs, improve operational efficiency, and increase customer satisfaction.

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.

• 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.

• 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.

• 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.

• 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.