**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 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. **Job Description:** We are looking for a **Customer Success Senior Manager** to lead and inspire a high-performing team dedicated to delivering exceptional customer experiences. This is a pivotal leadership role responsible for driving **operational excellence** , **customer retention** , **scalable service delivery** , and **talent development** within our Customer Success organization. As the Senior Manager, you will oversee the daily operations of the team while also owning the long-term strategic direction for the function. You will coach and develop team members, optimize workflows, and serve as a critical liaison between customers and internal stakeholders. This role is ideal for someone who is passionate about scaling customer-centric teams, thrives in fast-paced environments, and brings a strong background in process improvement, people leadership, and customer advocacy. **Required** : Property & Casualty insurance license will be required for this role. Exam support is offered and covered by UPSC if not currently possessed but, upon hire, must be willing to immediately complete the required studying/research to then pass the exam to obtain license. **Key Responsibilities** + Lead and manage a growing team of Customer Success professionals with a focus on coaching, engagement, and performance. + Own and drive key customer success metrics including **Net Promoter Score (NPS)** , **time-to-resolution** , and **first contact support.** + Develop and implement **playbooks, SOPs** , and workflows to create consistency and efficiency across customer interactions. + Partner cross-functionally with Product, Sales, Support, and Operations to address customer needs and advocate for customer-centric improvements. + Build scalable and repeatable processes to support business growth, improve customer outcomes, and reduce churn. + Lead change management efforts for new tools, processes, and systems that impact the Customer Success function. + Identify, develop, and retain top talent through mentorship, career development planning, and performance feedback. + Conduct regular performance reviews and team calibration to ensure high standards of execution and service delivery. **Highly Preferred:** + 6+ years of experience in Customer Success, Account Management, or related customer-facing roles, with at least 2–3 years in a people leadership role. + Proven track record of managing high-performing teams and driving customer outcomes at scale. + Experience with customer success platforms (e.g., Zendesk, Salesforce) and data-driven decision making. **Grade Level** : 30D **Management Level** : Mid-Manager **Location** : Hybrid based in Sandy Springs, GA office **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. **Company:** UNITED PARCEL SERVICE **Category:** UPS Capital **Requisition Number:** R25014732 **Location:** Atlanta,Georgia