Customer Success Director

Philadelphia, PA - USA

Monthly Salary: Not Disclosed

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

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Explore your next opportunity at a Fortune Global 500 organization. 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 tomorrowpeople 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.

Job Description:

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:

Leadership & Team Management

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

Bachelors 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

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination harassment and retaliation.

Other Criteria:

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.

Basic Qualifications:

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.

Required Experience:

Director

Before you apply to a job select your language preference from the options available at the top right of this page.Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities experience our rewarding culture and work with talented teams that help you become ...