Customer Success Director

Customer Success Director

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.

The Customer Success Director is responsible for leading a team of Customer Success Managers while directly managing strategic relationships with key customers. This role blends customer success leadership with sales oversight, ensuring both client satisfaction and commercial performance. The Director will drive long-term value by aligning client goals with company solutions, overseeing post-sale engagement, and mentoring a high-performing team to achieve retention, expansion, and revenue growth across their region.

Key Responsibilities

• Lead, coach, and develop a team of Customer Success Managers responsible for supporting assigned accounts and driving commercial success.
• Set performance goals, conduct regular team check-ins, and ensure accountability to customer success and revenue targets.
• Foster collaboration and consistency across regions while promoting a customer-first culture.

Customer Relationship Management

• Serve as executive sponsor for strategic enterprise accounts within the region.
• Own customer engagement strategy, including onboarding, adoption, QBRs, and renewals.
• Build deep relationships with senior stakeholders at client organizations to understand business objectives and align solutions accordingly.

Strategic Growth & Revenue

• Collaborate with Sales, Marketing, and Product to identify upsell and cross-sell opportunities within existing accounts.
• Oversee forecasting, pipeline management, and performance tracking for customer success metrics and account expansion.
• Ensure a consistent focus on value realization and ROI for customers.

Cross-Functional Collaboration

• Partner with internal stakeholders (Product, Marketing, Operations, etc.) to enhance the customer experience and advocate for customer needs.
• Drive continuous improvement initiatives in processes, tools, and customer communications.

Operational Excellence

• Analyze customer data and feedback to anticipate challenges and proactively solve issues.
• Lead regular business reviews internally and externally to track progress and demonstrate value.
• Ensure Area Sales Managers are aligned with both customer success and sales strategies.

Qualifications

• Bachelor's degree required; MBA or advanced degree preferred.
• Proven ability to lead teams that support complex, multi-stakeholder enterprise accounts.
• Strong strategic thinking, leadership, and relationship-building skills.
• Excellent communication, negotiation, and presentation abilities.
• Proficiency in CRM and customer success platforms (e.g., Salesforce, Drive).
• Willingness to travel as needed to support client and team engagement.
• Must be located in or willing to self-relocate to PA, NJ, MD or DC.

Additional Information for Internal Applicants

• Job Grade: E11
• Application Deadline: Monday, March 30th at 12:00 a.m. EST

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.

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.