Apply on Employer Site

UPS · 1 day ago

Customer Success Manager - Shield - Lexington-Fayette, KY

US - LEXINGTON (KYLEX)

Full-time

Hybrid

Senior Level

5+ years exp

UPS is a Fortune Global 500 organization seeking a Shield Customer Success Manager to oversee and nurture relationships with larger and more valuable customers. The role focuses on driving value realization, customer satisfaction, retention, and growth, while ensuring seamless collaboration across internal teams.

LogisticsMessagingTransportation

No H1B

U.S. Citizen Only

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

Coordinate with sales, support teams, UPS operations, and Care & Service Control to deliver supply chain solutions and resolve critical issues

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 the customer experience

Develop and execute tailored success plans, driving adoption and maximizing ROI

Create strategies for upselling / cross-selling opportunities to drive account growth

Engage as needed with HIA 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

Stay informed on the customer’s industry trends to provide strategic guidance through UPS offerings

Monitor customer mix and performance metrics to support balanced retention efforts

Update UPS DRIVE with retention data and plan next steps for churn prevention / growth

Qualification

Customer relationship managementAccount managementCommunication skillsCustomer success metricsNegotiation skillsBusiness degreeInterpersonal skills

Required

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

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

Preferred

Bachelor's degree in business, marketing, or a related field

Company

UPS

Glassdoor3.5

Operating in more than 200 countries and territories, we’re committed to moving our world forward by delivering what matters.

Founded in 1907

Atlanta, Georgia, USA

10001+ employees

http://www.ups.com

Funding

Current Stage

Public Company

Total Funding

unknown

Key Investors

Innovate UK

2025-07-28Grant

1999-11-10IPO

Leadership Team

Brian Dykes

EVP & Chief Financial Officer at UPS

Joel Stenson

Senior Vice President Global Operations Technology / Enterprise Data & Analytics and Gen AI

Recent News

The Motley Fool

Want $1,000 in Dividends per Year? Invest $6,000 Into Each of These 3 Stocks.

2026-01-22

The Motley Fool

NYSE: UPS

2026-01-22

The Motley Fool

Here's Why United Parcel Service Stock Is a Buy Before Jan. 27

2026-01-18

Company data provided by crunchbase