Customer Success Supervisor - Signature - Manchester, NH
At a glance
Mid-level Customer Success role at Hcmportal. Manchester · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Act as the contact and advocate for your accounts, answering routine questions and escalating complex issues
- Bring sales, support and operations together to resolve customer needs around supply chain solutions
- Review customer performance and satisfaction through regular check-ins, spotting ways to add value and prevent churn
- Find account growth opportunities through upselling, cross-selling and customer education on products and services
- Use customer health measures to guide retention and growth plans, recording next steps in UPS DRIVE
What you bring
- You have up to four years of experience in customer success, support or a related customer-facing role
- You have managed small-business accounts and can organize work across many customer relationships
- You rely on data and write clearly
Who this fits
This role suits someone who can handle a large portfolio of smaller accounts with efficient, consistent customer engagement. It is hybrid, with in-person visits three to four days a week in the Manchester and Nashua territory and local travel. The usual schedule is weekdays, with flexibility for occasional early or late hours and Saturday customer support. You must be a U.S. citizen or national, a permanent resident, or otherwise authorized to work in the U.S.
From the employer
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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.
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:
PermanentUPS 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.
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