Customer Success Account Manager - Signature - Sioux City, IA

UPS•Des Moines, IA

About The Position

The Customer Success Account Manager will support a territory including northwest and central Iowa and manage a high volume of smaller customers. The role focuses on driving customer satisfaction and retention at scale by using dashboards and reporting to support clients, managing multiple accounts efficiently, providing value-driven guidance, and ensuring consistent engagement. The position aims to promote customer loyalty and growth by identifying patterns, addressing common challenges, and helping customers maximize success with UPS solutions and products.

Requirements

1–4 years of experience 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, a lawful permanent resident, 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 improvement areas.
Identify low-touch upsell opportunities and guide customers to resources for additional value.
Develop strategies for upselling and cross-selling to drive account growth.
Drive product adoption and educate customers on 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 CRM with retention data and plan next steps for churn prevention and growth.