Customer Success Manager - Shield - San Jose, CA

Before you apply to a job, select your language preference from the options available at the top right of this page. 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 The Shield Customer Success Manager (CSM) will oversee and nurture relationships with large customers. The Shield CSM will act as a trusted advisor, drive value realization and long‑term success for our strategic customers. With a focus on client satisfaction, retention, and growth, the Shield CSM will proactively address challenges, identify available solutions and upsell opportunities, and ensure seamless collaboration across internal teams to deliver exceptional customer service. This role is pivotal in driving customer loyalty and maximizing revenue from existing customers. The ideal candidate for this role will be within the San Jose or San Francisco, CA area. Key Responsibilities Serve as the primary point of contact and advocate for assigned accounts. Handle routine customer inquiries with standardized solutions, escalating complex issues as needed and coordinating with sales, support teams, UPS operations, and Care & Service Control to deliver supply chain solutions. Proactively engage existing customers to identify and mitigate risks to ensure customer satisfaction and retention and prevent churn. Conduct frequent business reviews, either in‑person or virtually, to provide insights and recommendations to enhance customer experience. Develop and execute tailored success plans, driving adoption and maximizing ROI. Create strategies for upselling and cross‑selling opportunities to drive account growth. Engage with HIA as needed to ensure customers trust and value service delivery. Assess the customers’ business objectives, challenges, and success metrics to ensure UPS alignment to customer needs. Regularly create QBRs/QVPs for customers. Analyze customer mix and performance metrics to support balanced retention efforts and stay informed on the customer’s industry trends to provide strategic guidance through UPS offerings. Update UPS DRIVE with retention data and plan next steps for churn prevention and growth. Qualifications Strong relationship management and interpersonal skills. Exceptional communication and negotiation skills. Extensive experience in customer relationship management and customer success metrics. 5 or more years in customer success, account management, or other customer‑facing roles. Proven track record of managing large, high‑value accounts with high customer satisfaction or customer experience feedback. Bachelor’s degree in business, marketing, or a related field (preferred). Employee Type Permanent Equal Employment Opportunity Statement UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. 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. Pay Range The salary range for this position is $105,540.00/year to $184,740.00/year. Actual compensation is based on various factors such as location, job‑related knowledge, skills, education/training, and work experience. This position is eligible for our sales incentive plan and offers the annual management incentive plan, subject to applicable eligibility requirements. Incentives are not guaranteed and are dependent upon individual and/or company performance. The company offers medical, prescription drug, dental and vision benefits, flexible spending and health savings accounts, dependent‑care flexible spending, basic and supplemental life insurance, accidental death and dismemberment insurance, disability income, employee assistance program, educational assistance, 401(k) retirement plan, vacation and paid holidays, paid sick/family, and medical leave as required by law, and a discounted employee stock purchase program. #J-18808-Ljbffr