Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and manage a portfolio of mid-market and enterprise retail accounts, serving as the primary point of contact.

• Cultivate and sustain relationships with key stakeholders within customer organizations.

• Create account plans that align with the goals and business needs of retailers.

• Maintain consistent communication with customers, providing ongoing support and guidance.

• Oversee customer health, satisfaction, and retention efforts.

• Identify potential account risks, formulate action plans, and facilitate successful renewals.

• Recognize opportunities to enhance product adoption and introduce additional Happy Returns solutions.

• Monitor account performance to enhance customer outcomes.

• Prepare and conduct business reviews with customers, utilizing performance metrics, trends, and identified opportunities.

• Analyze customer data related to return volume, operational performance, shopper experience, and program effectiveness.

• Convert data insights into actionable recommendations that demonstrate the value of our solutions.

• Keep track of customer objectives, action items, and follow-up commitments.

• Manage customer inquiries, operational challenges, and escalations effectively.

• Collaborate with Operations, Product, Engineering, Support, and other internal teams to resolve issues.

• Ensure customer issues are addressed through resolution with clear communication and follow-through.

• Assist customers in navigating return workflows, product functionalities, integrations, and operational processes.

• Identify recurring challenges and propose enhancements to the customer experience.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, Client Services, or a similar customer-facing role.

• Proven experience managing a portfolio of business customers and fostering long-term client relationships.

• Strong organizational skills and expertise in project management.

• Exceptional written and verbal communication skills, including the ability to lead customer meetings and deliver professional presentations.

• Robust problem-solving abilities and coordination skills across multiple teams.

• Comfortable working with data, interpreting performance metrics, and conveying actionable insights.

• Demonstrated ownership, follow-through, and a proactive approach to customer service.

• Ability to work independently and adapt to shifting priorities in a fast-paced environment.

• Familiarity with CRM systems such as Salesforce.

• Proficient in Microsoft Office or other similar productivity tools.

• Bachelor's degree or equivalent professional experience.

• Candidates must have authorization to work in the U.S.

• Visa sponsorship is not available.

🏝️ Benefits

• Eligibility for bonuses.

• Comprehensive benefits package that includes medical, financial, and other perks, varying by level and position offered.

• Opportunity to collaborate with leading retailers and contribute to the future of e-commerce returns.

• A collaborative team environment.

• Access to the extensive reach and resources of UPS, a global leader in logistics.