Customer Success Account Manager - Cape Coral, FL

Customer Success Account Manager – Cape Coral, FL

Job Description

This position will support a territory including Cape Coral, FL, Fort Myers, FL, and North Port, FL.

The Signature Customer Success Account Manager will manage a high volume of smaller customers. The role focuses on driving customer satisfaction and retention at scale, leveraging dashboards and reporting, managing multiple customers efficiently, providing value-driven guidance, and ensuring consistent engagement. The role drives customer loyalty and growth by identifying patterns, addressing 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.

• 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.

• 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.

• 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.

• Update UPS DRIVE with retention data, planning next steps for churn prevention / growth.

• 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.

• 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.

Employee Type
:
Permanent

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.