Customer Success Supervisor - Signature - Manchester, NH

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Job Description:

Work Schedule:

• Monday through Friday, 8:00 AM – 5:00 PM
• Flexibility is required, as there may be occasions where earlier start times or later end times are needed based on customer needs.
• Customers may occasionally reach out on Saturdays and require support.

Work Environment & Travel:

• This is a hybrid position.
• The candidate is expected to conduct in-person customer visits 3-4 days per week within the assigned territory, including Manchester, NH and Nashua, NH.
• Local travel is required

This position will support a territory including Manchester, NH and Nashua, NH

Job Summary:

The Signature Customer Success Supervisor will manage a high volume of smaller customers. The Signature Customer Success Supervisor will focus on driving customer satisfaction and retention at scale, leveraging dashboards and reporting to support clients effectively. The Signature Customer Success Supervisor will excel in managing multiple customers efficiently, providing value-driven guidance, and ensuring consistent engagement. The Signature Customer Success Supervisor will drive customer loyalty and growth by identifying patterns, addressing common challenges, and enabling customers to maximize their success with our solutions and products

Effective January 2026, this will be a Non-MIP FT Sales Management position with an enhanced sales incentive plan.

Key Responsibilities:

Issue Management

• Serve as the primary point of contact and advocate for assigned accounts.
• Handle routine customer inquiries with standardized solutions while escalating complex issues as needed.
• Coordinate with sales, support teams, and UPS operations to deliver supply chain solutions.

Value Creation / Proposals

• 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 / cross-selling opportunities to drive account growth.
• Drive product adoption and educate customers on products and services.

Territory Management

• Manage a large portfolio of lower-tier accounts with a focus on efficiency and scalability.
• Monitor customer health metrics to measure satisfaction and prevent churn.

Feedback Collection

• Update UPS DRIVE with retention data, planning next steps for churn prevention / growth.

Qualifications

• 0–4 years 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.

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

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.