Customer Success Manager - Shield - Lexington-Fayette, KY

UPS•Jeffersontown, KY

About The Position

The Shield Customer Success Manager (CSM) will oversee and nurture relationships with our larger and more valuable customers. The Shield CSM will act as a trusted advisor, drive value realization and long-term success for our strategic customers. The ideal Shield CSM will excel at building strong business collaboration, understand complex business needs, and align our solutions to meet those objectives. With a focus on client satisfaction, retention, and growth, the Shield CSM will proactively address challenges, identify available solutions and upsell opportunities. They would ensure seamless collaboration across internal teams to deliver exceptional customer service. This role is pivotal in driving customer loyalty and maximizing revenue from existing customers. Effective January 2026, this will be a Non-MIP FT Sales Management position with an enhanced sales incentive plan.

Requirements

Strong relationship management and interpersonal skills
Exceptional communication and negotiation skills
Extensive experience in customer relationship management and customer success metrics
5 or more years in customer success, account management, or other customer-facing roles
Proven track record of managing large, high-value accounts with high customer satisfaction or customer experience feedback
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.

Nice To Haves

Bachelor’s degree in business, marketing, or a related field (preferred)

Responsibilities

Serve as the primary point of contact and advocate for assigned accounts
Handle routine customer inquiries with standardized solutions, escalating complex issues as needed
Coordinate with sales, support teams, UPS operations, and Care & Service Control to deliver supply chain solutions and resolve critical issues
Proactively engage existing customers to identify and mitigate risks to ensure customer satisfaction and retention and prevent churn
Conduct frequent business reviews, either in-person or virtually, to provide insights and recommendations to enhance the customer experience
Develop and execute tailored success plans, driving adoption and maximizing ROI
Create strategies for upselling / cross-selling opportunities to drive account growth
Engage as needed with HIA to ensure customers trust and value service delivery
Assess the customers business objectives, challenges, and success metrics to ensure UPS alignment to customer needs
Regularly create QBRs/QVPs for customers
Analyze customer mix and performance metrics to support balanced retention efforts
Stay informed on the customer’s industry trends to provide strategic guidance through UPS offerings
Monitor customer mix and performance metrics to support balanced retention efforts
Update UPS DRIVE with retention data and plan next steps for churn prevention / growth