Customer Success Manager

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $79k - $117.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Happy Returns, a UPS Company

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🛍️ eCommerce

📦 Logistics

🛒 Retail

eCommerce • Logistics • Retail

Happy Returns, a UPS Company, is a leader in simplifying the product return process for customers and merchants alike. The company offers a seamless returns experience through its innovative Return Bar® network, allowing customers to return items without the hassle of boxes or labels at over 8,000 locations, including over 5,000 UPS Store locations. By combining technology with reverse logistics, Happy Returns enhances customer satisfaction while streamlining retailer operations, aiming to create a delightful return experience.

📋 Description

• Own and manage a portfolio of mid-market and enterprise retail accounts as the primary point of contact • Build and maintain relationships with key customer stakeholders • Develop account plans aligned with retailers’ goals and business needs • Maintain regular customer communication and provide ongoing guidance and support • Own customer health, satisfaction, and retention • Identify account risks, develop action plans, and support successful renewals • Identify opportunities to expand product adoption and introduce additional Happy Returns solutions • Monitor account performance and improve customer outcomes • Prepare and lead customer business reviews using performance metrics, trends, and opportunities • Analyze customer data related to return volume, operational performance, shopper experience, and program effectiveness • Translate data into actionable recommendations demonstrating solution value • Track customer objectives, action items, and follow-up commitments • Coordinate customer questions, operational challenges, and escalations • Partner with Operations, Product, Engineering, Support, and other internal teams to resolve issues • Own customer issues through resolution with clear communication and follow-through • Help customers navigate return workflows, product functionality, integrations, and operational processes • Identify recurring challenges and recommend customer experience improvements

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role • Experience managing a portfolio of business customers and building long-term client relationships • Strong organizational and project management skills • Excellent written and verbal communication skills, including leading customer meetings and delivering professional presentations • Strong problem-solving skills and ability to coordinate across multiple teams • Comfort working with data, interpreting performance metrics, and communicating actionable insights • Demonstrated ownership, follow-through, and proactive customer service • Ability to work independently and adapt to changing priorities in a fast-paced environment • Experience with CRM systems such as Salesforce • Proficiency in Microsoft Office or similar productivity tools • Bachelor’s degree or equivalent professional experience • Candidates must be authorized to work in the U.S. • Visa sponsorship is not offered

🏖️ Benefits

• Bonus eligibility • Comprehensive benefits package including medical, financial, and other benefits, depending on the level and position offered • Opportunity to work with leading retailers and help shape the future of e-commerce returns • Collaborative team environment • Access to the reach and resources of UPS, a global logistics leader

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