Customer Success Manager

Happy Returns, a UPS Company, is hiring a Customer Success Manager to manage mid-market and enterprise retail partner accounts. The role focuses on building customer relationships, driving product adoption and retention, reviewing performance, and coordinating operational support and issue resolution.

Responsibilities:

• 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

Requirements:

• 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
• Candidates must be authorized to work in the U.S
• 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