Platinum Customer Success Manager - Columbus, OH

UPS Supply Chain Solutions•Newark, OH

23h

About The Position

The Platinum Customer Success Manager (CSM) oversees and nurtures relationships with large customers, serving as a trusted advisor who drives value realization and long-term success for strategic accounts. The role focuses on building strong business collaboration, understanding complex customer needs, and aligning UPS solutions with customer objectives. The CSM supports customer satisfaction, retention, and growth by proactively addressing challenges, identifying solutions and upsell opportunities, and coordinating across internal teams to deliver exceptional customer service. This position supports a territory that includes Columbus, Ohio.

Requirements

Strong relationship management and interpersonal skills.
Exceptional communication and negotiation skills.
Extensive experience in customer relationship management and customer success metrics.
Proven track record managing large, high-value accounts with high customer satisfaction or customer experience feedback.
Must be a U.S. citizen or national, a lawful permanent resident, or otherwise authorized to work in the U.S. for this employer.

Nice To Haves

Bachelor’s degree in business, marketing, or a related field.

Responsibilities

Serve as the primary point of contact and advocate for assigned accounts.
Handle routine customer inquiries with standardized solutions and escalate 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, support satisfaction and retention, and prevent churn.
Conduct frequent in-person or virtual business reviews and provide insights and recommendations to enhance the customer experience.
Develop and execute tailored success plans to drive adoption and maximize ROI.
Create strategies for upselling and cross-selling to drive account growth.
Engage with HIA as needed to help ensure customers trust and value service delivery.
Assess customers’ business objectives, challenges, and success metrics to ensure UPS alignment with their needs.
Regularly create QBRs/QVPs for customers.
Analyze customer mix and performance metrics to support balanced retention efforts.
Monitor industry trends and provide strategic guidance through UPS offerings.
Update UPS DRIVE with retention data and plan next steps for churn prevention and growth.