Premier Customer Succes Area Manager - CO|NM

UPS•Denver, CO

2d•Hybrid

About The Position

This position will support a territory covering parts of Colorado and New Mexico. The Premier Customer Success Area Manager is responsible for overseeing customer engagement, retention, and growth for a portfolio of strategic accounts within a designated area or region. This role includes direct supervision of a team of Customer Success Supervisors, providing leadership, coaching, and operational oversight. The Area Sales Manager ensures consistent execution of customer success strategies, alignment with sales goals, and high performance from their team. Reporting to the Customer Success Director, this role serves as a critical link between strategic leadership and frontline execution.

Requirements

Bachelor’s degree required; business, marketing, or related field preferred.
Strong people leadership skills with the ability to manage through layers (via Supervisors).
Excellent communication, organizational, and conflict-resolution skills.
Proficiency in CRM systems (e.g., Salesforce) and customer success tools.
Strong analytical and strategic thinking capabilities.
Ability to travel as needed to support team and customer engagement.
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

Lead and manage a team of Customer Success Supervisors who oversee frontline staff or customer-facing functions.
Set clear expectations, KPIs, and performance targets aligned with enterprise account objectives.
Provide regular coaching, feedback, and development to Supervisors to drive team success.
Foster a culture of accountability, collaboration, and continuous improvement.
Ensure consistent execution of customer success plans for strategic accounts across the team.
Serve as a regional escalation point for high-priority enterprise customer concerns.
Partner with Supervisors to ensure customers are realizing full value from products/services.
Implement and reinforce customer success strategies and policies across the area team.
Track performance metrics (e.g., retention, NPS, revenue growth) and ensure corrective actions are taken when needed.
Collaborate with cross-functional departments (Sales, Product, Support) to ensure seamless customer experiences.
Report area performance, challenges, and customer insights to the Customer Success Director.
Participate in regional strategy sessions and help translate strategic goals into team-level actions.
Drive consistency and efficiency across teams through training, process improvements, and standard operating procedures.
Support account planning efforts with the Director to identify expansion opportunities within customer accounts.
Ensure the team is equipped to identify upsell/cross-sell signals and work collaboratively with sales when applicable.