Happy Returns, a UPS Company · 1 day ago
Sr Customer Success Manager
United States
Full-time
Remote
Senior Level
5+ years expHappy Returns, a UPS Company, is transforming the e-commerce returns experience by combining software, logistics intelligence, and a national network of Return Bars. As a Senior Customer Success Manager, you will support enterprise and commercial retail partners, guiding strategy and optimizing performance to deliver an exceptional post-purchase experience.
Customer ServiceE-CommerceRetail Technology
Responsibilities
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
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
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
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
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
Qualification
Required
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
Bachelor's degree or equivalent experience
Preferred
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
Company
Happy Returns, a UPS Company
Forward-thinking brands like Everlane, Levi's, and REVOLVE choose Happy Returns.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$25.02MKey Investors
U.S. Venture PartnersUpfront Ventures
2023-10-25Acquired
2019-04-25Series Unknown· $11M
2017-12-20Series B· $8M
Leadership Team
Mark Geller
Co-Founder & Chief Product Officer
Recent News
2026-01-14
2025-12-30
2025-12-27
Company data provided by crunchbase