Customer Success Senior Manager
| Company | United Parcel Service (UPS) |
|---|---|
| Location | Sandy Springs, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Property & Casualty insurance license will be required for this role. Exam support is offered and covered by UPSC if not currently possessed but, upon hire, must be willing to immediately complete the required studying/research to then pass the exam to obtain license.
Responsibilities
- Lead and manage a growing team of Customer Success professionals with a focus on coaching, engagement, and performance.
- Own and drive key customer success metrics including Net Promoter Score (NPS), time-to-resolution, and first contact support.
- Develop and implement playbooks, SOPs, and workflows to create consistency and efficiency across customer interactions.
- Partner cross-functionally with Product, Sales, Support, and Operations to address customer needs and advocate for customer-centric improvements.
- Build scalable and repeatable processes to support business growth, improve customer outcomes, and reduce churn.
- Lead change management efforts for new tools, processes, and systems that impact the Customer Success function.
- Identify, develop, and retain top talent through mentorship, career development planning, and performance feedback.
- Conduct regular performance reviews and team calibration to ensure high standards of execution and service delivery.
Preferred Qualifications
- 6+ years of experience in Customer Success, Account Management, or related customer-facing roles, with at least 2–3 years in a people leadership role.
- Proven track record of managing high-performing teams and driving customer outcomes at scale.
- Experience with customer success platforms (e.g., Zendesk, Salesforce) and data-driven decision making.