Senior Customer Success Manager – Enterprise & Commercial Accounts
Location: RemoteTeam: Customer SuccessType: Full-TimeAbout Happy Returns, a UPS CompanyHappy Returns is transforming the e-commerce returns experience by combining software, logistics intelligence, and our national network of Return Bars®. As part of UPS, we empower retailers and shoppers with fast, frictionless, and sustainable returns at scale. As a Senior Customer Success Manager, you’ll support our largest enterprise and commercial retail partners—guiding strategy, optimizing performance, and collaborating closely with UPS teams to deliver an exceptional post-purchase experience.Position SummaryThe Senior Customer Success Manager (Sr.
CSM) is a strategic, relationship-centered leader responsible for the success, retention, and growth of Happy Returns’ Enterprise merchants. You will:
- Serve as the primary strategic advisor and main point of contact for enterprise and commercial accounts.
- Drive adoption, operational excellence, and measurable value for your merchants.
- Collaborate cross-functionally with UPS, Sales, Product, Engineering, Operations, and Support.
- Advocate for merchant needs and ensure alignment across logistics, product workflows, and customer experience.
This is a high-impact role ideal for someone experienced in managing complex accounts and driving outcomes across technical and operational environments.Key ResponsibilitiesEnterprise Account Management & Strategic Partnership
- Own a portfolio of enterprise and commercial merchants across multiple retail categories.
- Develop and maintain executive-level relationships to drive strategic alignment and long-term value.
- Lead QBRs, performance reviews, and strategic planning sessions.
Merchant Growth, Retention & Business Outcomes
- Optimize merchant performance through data-driven insights into return behavior, operational efficiency, and shopper experience.
- Identify expansion opportunities (e.g., Return Bars®, policy optimization, operational enhancements) and collaborate with Sales to drive growth.
- Monitor account health and proactively address risks to ensure strong renewal outcomes.
Operational Excellence & Issue Resolution
- Own complex merchant escalations related to:
- Warehouse and operational workflows
- Technical configurations
- Transport and logistics handoffs
- Return Bar performance
- Diagnose operational challenges and coordinate solutions with Product, Engineering, Operations, and Support teams.
- Ensure merchants achieve seamless, efficient, end-to-end return flows.
UPS Partnership & Cross-Functional Collaboration
- Work closely with UPS Account Executives and Operations to deliver unified merchant strategies.
- Align on transportation, logistics optimization, and merchant-specific initiatives across UPS and Happy Returns.
- Surface merchant needs to Product and Leadership, influencing roadmap and operational planning.
Merchant Enablement
- Guide merchants through best practices for return policy setup, system configuration, and logistics planning.
- Help translate operational processes and product functionality into clear merchant guidance.
- Partner with onboarding teams to ensure clean handoffs and strong early-stage adoption.
RequirementsExperience & Skills
- 5–7+ years in Customer Success, Enterprise Account Management, or Client Services—preferably in e-commerce, logistics, transportation, or SaaS.
- Demonstrated success managing large enterprise portfolios with several stakeholders and complex operational requirements.
- Strong analytical skills and ability to present insights to senior merchant leaders.
- Skilled in navigating dynamic environments, influencing cross-functional teams, and driving measurable outcomes.
- Excellent written and verbal communication skills, with comfort presenting to executive audiences.
- Experience working with CRM tools (e.g., Salesforce), analytics dashboards, and technical documentation.
Preferred Experience
- Experience with UPS, carrier logistics, 3PL operations, warehouse systems (WMS), retail operations, or similar environments.
- Familiarity with process optimization and driving performance improvement in operational ecosystems.
Education
- Bachelor’s degree or equivalent experience.
