Customer Success Account Manager - Chatsworth, CA

UPS Supply Chain Solutions

10d•$70,260 - $123,000

About The Position

The Customer Success Account Manager role manages a high volume of smaller customers in the Chatsworth, California territory. The role focuses on customer satisfaction and retention at scale, using dashboards and reporting to support clients. It involves efficiently managing multiple customers, providing value-driven guidance, and maintaining consistent engagement. The position drives customer loyalty and growth by identifying patterns, addressing common challenges, and helping customers maximize success with UPS solutions and products.

Requirements

0–4 years of experience in customer success, support, or related customer-facing roles.
SMB account management experience.
Strong organizational skills and ability to manage multiple customer engagements.
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.

Responsibilities

Serve as the primary point of contact and advocate for assigned accounts.
Handle routine customer inquiries using standardized solutions and escalate 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 areas for improvement.
Identify low-touch upsell opportunities and direct customers to resources that provide additional value.
Develop strategies for upselling and cross-selling to drive account growth.
Drive product adoption and educate customers about products and services.
Manage a large portfolio of lower-tier accounts efficiently and at scale.
Monitor customer health metrics to measure satisfaction and prevent churn.
Update UPS DRIVE with retention data and plan next steps for churn prevention and growth.

Benefits

Medical/prescription drug coverage
Dental and vision benefits
Flexible Spending Account
Health Savings Account
Dependent Care Flexible Spending Account
Basic and Supplemental Life Insurance and Accidental Death and Dismemberment
Disability Income Protection Plan
Employee Assistance Program
Educational Assistance Program
401(k) retirement program
Vacation
Paid holidays and personal time
Paid sick/family and medical leave time as required by law
Discounted Employee Stock Purchase Program
Sales incentive plan eligibility
Annual management incentive plan, subject to applicable eligibility requirements