{"id":3660855,"url":"https://alion.io/job/happy-returns-customer-success-manager","title":"Customer Success Manager","company":{"id":7905,"name":"Happy Returns","domain":"happyreturns.com","url":"https://alion.io/company/happyreturns","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":79000,"max":117080,"currency":"USD","period":"year","gross":null,"usd_annual":117080},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-03T03:45:17Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-04T13:45:22Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Mid-Market & Enterprise Accounts\nLocation: Remote | Department: Customer Success | Employment Type: Full-Time\nAbout Happy Returns\nHappy Returns, a UPS Company, is transforming the e-commerce returns experience through a combination of innovative technology, reverse logistics, and our nationwide network of Return Bars®.\nOur mission is to make returns easier for shoppers, more efficient for retailers, and better for the planet. We partner with leading retailers to deliver seamless return experiences while helping businesses reduce costs, improve operational efficiency, and increase customer satisfaction.\nAbout the Role\nWe are seeking a proactive, relationship-driven Customer Success Manager (CSM) to manage a portfolio of mid-market and enterprise retail partners.\nAs a CSM, you will serve as the primary point of contact for your assigned accounts, responsible for building strong relationships, driving product adoption, supporting operational performance, and ensuring long-term customer satisfaction and retention.\nYou will develop a deep understanding of each retailer’s business objectives, identify opportunities to maximize the value of Happy Returns’ solutions, and work cross-functionally to resolve challenges and support account growth.\nThis role is ideal for someone who enjoys building customer relationships, takes ownership of outcomes, and thrives in a fast-paced environment that combines technology, retail, and logistics.\nKey Responsibilities\nAccount Management & Customer Relationships\nOwn and manage a portfolio of mid-market and enterprise retail accounts, serving as their primary point of contact.\nBuild and maintain strong relationships with key customer stakeholders to understand their business objectives, priorities, and challenges.\nDevelop account plans that align Happy Returns’ solutions with each retailer’s goals and evolving business needs.\nMaintain regular communication with customers, proactively providing updates, and ensuring a positive partnership experience.\nServe as a trusted partner by providing guidance, recommendations, and ongoing support.\nCustomer Retention & Growth\nTake ownership of customer health, satisfaction, and retention across an assigned portfolio.\nProactively identify account risks, develop action plans, and collaborate internally to support successful renewals.\nIdentify opportunities to expand product adoption, optimize existing return programs, and introduce additional Happy Returns solutions.\nMonitor account performance and identify opportunities to improve customer outcomes.\nBusiness Reviews & Performance Management\nPrepare and lead regular customer business reviews, presenting relevant performance metrics, trends, and opportunities.\nAnalyze customer data to identify insights related to return volume, operational performance, shopper experience, and program effectiveness.\nTranslate data into actionable recommendations that demonstrate the value of Happy Returns.\nTrack customer objectives, action items, and follow-up commitments to ensure consistent progress.\nOperational Support & Issue Resolution\nServe as the primary point of coordination for customer questions, operational challenges, and escalations.\nPartner with Operations, Product, Engineering, Support, and other internal teams to investigate issues and drive timely resolution.\nMaintain ownership of customer issues from initial identification through resolution, ensuring clear communication and follow-through.\nHelp customers navigate return workflows, product functionality, integrations, and operational processes.\nIdentify recurring challenges and recommend improvements to enhance the customer experience.\nQualifications\nRequired Experience & Skills\n3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.\nExperience managing a portfolio of business customers and building long-term client relationships.\nStrong organizational and project management skills, with the ability to manage multiple accounts, priorities, and deadlines.\nExcellent written and verbal communication skills, including the ability to lead customer meetings and deliver professional presentations.\nStrong problem-solving skills and the ability to coordinate effectively across multiple teams.\nComfortable working with data, interpreting performance metrics, and communicating actionable insights.\nDemonstrated ability to take ownership, follow through on commitments, and proactively address customer needs.\nAbility to work independently and adapt to changing priorities in a fast-paced environment.\nExperience with CRM systems such as Salesforce and proficiency in Microsoft Office or similar productivity tools.\nPreferred Qualifications\nExperience in e-commerce, retail, SaaS, logistics, transportation, or reverse logistics.\nFamiliarity with customer retention, renewals, account growth, and business review processes.\nExperience working with technical integrations, operational workflows, or customer support escalations.\nExperience collaborating with Sales, Product, Operations, or Engineering teams.\nBachelor’s degree or equivalent professional experience.\nWhat Success Looks Like\nStrong customer relationships and consistently positive partnership experiences.\nHealthy account retention and proactive identification of renewal risks.\nIncreased adoption and utilization of Happy Returns’ products and services.\nWell-prepared, insightful customer business reviews that demonstrate measurable value.\nEffective ownership of customer issues, with timely communication and resolution.\nConsistent account planning, execution, and follow-through.\nStrong collaboration across Happy Returns and UPS teams to deliver customer outcomes.\nCompensation\nCompensation for this position will be determined based on a variety of factors, including internal equity, geographic location, and the candidate’s job-related knowledge, skills, and experience. In addition to base pay, this position may be eligible for a bonus and a comprehensive benefits package, which includes medical, financial, and other benefits, depending on the level and position offered.\nWhy Join Happy Returns?\nAt Happy Returns, you’ll have the opportunity to work with leading retailers and help shape the future of e-commerce returns. You’ll join a collaborative team focused on solving meaningful customer challenges, improving the shopper experience, and delivering innovative solutions at scale.\nAs part of UPS, Happy Returns combines the energy of a technology-driven business with the reach and resources of a global logistics leader.\nEEO Statement\n\nHappy Returns, a UPS Company is an equal opportunity employer and 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.\nVisa Sponsorship\nWe do not offer visa sponsorship for this role. Candidates must be authorized to work in the U.S.\nStatement to Third Party Agencies\nTo all recruitment agencies: Happy Returns only accepts resumes from agencies on the UPS preferred supplier list. 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