Customer Success Account Manager

Key Responsibilities

• 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.
• 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.
• 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.
• Update UPS DRIVE with retention data, planning next steps for churn prevention / growth.

• 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.