Customer Success Area Manager

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Job Description
The Platinum Customer Success Manager (CSM) will oversee and nurture relationships with large customers. The Platinum CSM will act as a trusted advisor, drive value realization and long-term success for our strategic customers. The ideal Platinum CSM will excel at building strong business collaboration, understand complex business needs, and align our solutions to meet those objectives. With a focus on client satisfaction, retention, and growth, the Platinum CSM will proactively address challenges, identify available solutions and upsell opportunities. They would 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.

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, 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.

Value Creation / Strategic Engagement

• 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