Customer Success Manager

Mid-Market & Enterprise Accounts

Location: Remote | Department: Customer Success | Employment Type: Full-Time

About Happy Returns

Happy Returns, a UPS Company, is transforming the e-commerce returns experience through a combination of innovative technology, reverse logistics, and our nationwide network of Return Bars®.

Our mission is to make returns easier for shoppers, more efficient for retailers, and better for the planet. We partner with leading retailers to deliver seamless return experiences while helping businesses reduce costs, improve operational efficiency, and increase customer satisfaction.

About the Role

We are seeking a proactive, relationship-driven Customer Success Manager (CSM) to manage a portfolio of mid-market and enterprise retail partners.

As a CSM, you will serve as the primary point of contact for your assigned accounts, responsible for building strong relationships, driving product adoption, supporting operational performance, and ensuring long-term customer satisfaction and retention.

You will develop a deep understanding of each retailer’s business objectives, identify opportunities to maximize the value of Happy Returns’ solutions, and work cross-functionally to resolve challenges and support account growth.

This role is ideal for someone who enjoys building customer relationships, takes ownership of outcomes, and thrives in a fast-paced environment that combines technology, retail, and logistics.

Key Responsibilities

Account Management & Customer Relationships

• Own and manage a portfolio of mid-market and enterprise retail accounts, serving as their primary point of contact.
• Build and maintain strong relationships with key customer stakeholders to understand their business objectives, priorities, and challenges.
• Develop account plans that align Happy Returns’ solutions with each retailer’s goals and evolving business needs.
• Maintain regular communication with customers, proactively providing updates, and ensuring a positive partnership experience.
• Serve as a trusted partner by providing guidance, recommendations, and ongoing support.

Customer Retention & Growth

• Take ownership of customer health, satisfaction, and retention across an assigned portfolio.
• Proactively identify account risks, develop action plans, and collaborate internally to support successful renewals.
• Identify opportunities to expand product adoption, optimize existing return programs, and introduce additional Happy Returns solutions.
• Monitor account performance and identify opportunities to improve customer outcomes.

Business Reviews & Performance Management

• Prepare and lead regular customer business reviews, presenting relevant performance metrics, trends, and opportunities.
• Analyze customer data to identify insights related to return volume, operational performance, shopper experience, and program effectiveness.
• Translate data into actionable recommendations that demonstrate the value of Happy Returns.
• Track customer objectives, action items, and follow-up commitments to ensure consistent progress.

Operational Support & Issue Resolution

• Serve as the primary point of coordination for customer questions, operational challenges, and escalations.
• Partner with Operations, Product, Engineering, Support, and other internal teams to investigate issues and drive timely resolution.
• Maintain ownership of customer issues from initial identification through resolution, ensuring clear communication and follow-through.
• Help customers navigate return workflows, product functionality, integrations, and operational processes.
• Identify recurring challenges and recommend improvements to enhance the customer experience.

Qualifications

Required Experience & Skills

• 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, with the ability to manage multiple accounts, priorities, and deadlines.
• Excellent written and verbal communication skills, including the ability to lead customer meetings and deliver professional presentations.
• Strong problem-solving skills and the ability to coordinate effectively across multiple teams.
• Comfortable working with data, interpreting performance metrics, and communicating actionable insights.
• Demonstrated ability to take ownership, follow through on commitments, and proactively address customer needs.
• Ability to work independently and adapt to changing priorities in a fast-paced environment.
• Experience with CRM systems such as Salesforce and proficiency in Microsoft Office or similar productivity tools.

Preferred Qualifications

• Experience in e-commerce, retail, SaaS, logistics, transportation, or reverse logistics.
• Familiarity with customer retention, renewals, account growth, and business review processes.
• Experience working with technical integrations, operational workflows, or customer support escalations.
• Experience collaborating with Sales, Product, Operations, or Engineering teams.
• Bachelor’s degree or equivalent professional experience.

What Success Looks Like

• Strong customer relationships and consistently positive partnership experiences.
• Healthy account retention and proactive identification of renewal risks.
• Increased adoption and utilization of Happy Returns’ products and services.
• Well-prepared, insightful customer business reviews that demonstrate measurable value.
• Effective ownership of customer issues, with timely communication and resolution.
• Consistent account planning, execution, and follow-through.
• Strong collaboration across Happy Returns and UPS teams to deliver customer outcomes.

Compensation

• Compensation for this position will be determined based on a variety of factors, including internal equity, geographic location, and the candidate’s job-related knowledge, skills, and experience. In addition to base pay, this position may be eligible for a bonus and a comprehensive benefits package, which includes medical, financial, and other benefits, depending on the level and position offered.

Why Join Happy Returns?

At Happy Returns, you’ll have the opportunity to work with leading retailers and help shape the future of e-commerce returns. You’ll join a collaborative team focused on solving meaningful customer challenges, improving the shopper experience, and delivering innovative solutions at scale.

As part of UPS, Happy Returns combines the energy of a technology-driven business with the reach and resources of a global logistics leader.

EEO Statement

Happy Returns, a UPS Company is an equal opportunity employer and 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.

Visa Sponsorship

We do not offer visa sponsorship for this role. Candidates must be authorized to work in the U.S.

Statement to Third Party Agencies

To all recruitment agencies: Happy Returns only accepts resumes from agencies on the UPS preferred supplier list. Happy Returns is not responsible for any fees or charges associated with unsolicited resumes.