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 CRM with retention data, planning next steps for churn prevention/growth.

1–4 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.
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.

Customer Success Supervisor

Key skills