Customer Success Area Manager - Premier/Signature - Phoenix, AZ presso Hcmportal

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Job Description:

This position will support a territory covering parts of AZ and includes Phoenix, AZ, Tucson, AZ, and Mesa, AZ.

Summary

The Premier/Signature Customer Success Area Manager is responsible for overseeing customer engagement, retention, and growth for a portfolio of strategic accounts within a designated area or region. This role includes direct supervision of a team of Customer Success Supervisors, providing leadership, coaching, and operational oversight. The Area Sales Manager ensures consistent execution of customer success strategies, alignment with sales goals, and high performance from their team. Reporting to the Customer Success Director, this role serves as a critical link between strategic leadership and frontline execution.

Effective January 2026 this will be a Non-MIP FT Sales Management position with an enhanced sales incentive plan.

Key Responsibilities:

Team Leadership & Management

• Lead and manage a team of Customer Success Supervisors who oversee frontline staff or customer-facing functions.
• Set clear expectations, KPIs, and performance targets aligned with enterprise account objectives.
• Provide regular coaching, feedback, and development to Supervisors to drive team success.
• Foster a culture of accountability, collaboration, and continuous improvement.

Customer Relationship Oversight

• Ensure consistent execution of customer success plans for strategic accounts across the team.
• Serve as a regional escalation point for high-priority enterprise customer concerns.
• Partner with Supervisors to ensure customers are realizing full value from products/services.

Operational Execution & Alignment

• Implement and reinforce customer success strategies and policies across the area team.
• Track performance metrics (e.g., retention, NPS, revenue growth) and ensure corrective actions are taken when needed.
• Collaborate with cross-functional departments (Sales, Product, Support) to ensure seamless customer experiences.

Strategic Support & Reporting

• Report area performance, challenges, and customer insights to the Customer Success Director.
• Participate in regional strategy sessions and help translate strategic goals into team-level actions.
• Drive consistency and efficiency across teams through training, process improvements, and standard operating procedures.

Growth & Expansion

• Support account planning efforts with the Director to identify expansion opportunities within customer accounts.
• Ensure the team is equipped to identify upsell/cross-sell signals and work collaboratively with sales when applicable.

Qualifications:

• Bachelor’s degree required, business, marketing, or related field preferred.
• Strong people leadership skills with the ability to manage through layers (via Supervisors).
• Excellent communication, organizational, and conflict-resolution skills.
• Proficiency in CRM systems (e.g., Salesforce) and customer success tools
• Strong analytical and strategic thinking capabilities.
• Ability to travel as needed to support team and customer engagement.

Employee Type:

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.