Senior Manager, Customer Success

At FourKites, we tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile, and sustainable.

Join a team of curious problem solvers that celebrates differences, leads with empathy, and values inclusivity.

FourKites is looking for an extraordinary people leader who is customer-obsessed and believes in our core values of one team, bias for action, attitude matters, and extreme ownership.

As the Senior Manager, Customer Success, you will lead a team of Customer Success Managers responsible for providing a best-in-class customer experience. The team is responsible for guiding customers through their visibility journey and managing a book of customers. Key metrics include Net Revenue Retention, Customer Satisfaction, Customer Health, and account growth. Your team will work heavily with Sales, Operations, Product, and Leadership. The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, leading, developing, and inspiring a team that scales with our growth.

What you’ll be doing:

• Development and management of a team of Customer Success Managers
• Building and cultivating relationships with customer executives and champions of strategic accounts and serving as an escalation point for client conflict resolution as necessary
• Partnering with Customer Enablement to ensure CS Playbooks are being advanced based on our business growth and maturity
• Providing direction, coaching, and feedback to CSMs around day-to-day execution of CS Playbooks
• Detailed management routines around account planning, business objectives, risk mitigation, and customer expansion
• Understanding and mitigating account risk and escalating to dependent functions as necessary
• Enabling Customer Growth Account Executives, Renewals Manager, and CSMs to strategize on renewals and expansion opportunities
• Hiring, onboarding, and developing team members to progress their careers at FourKites
• Contributing and leading a culture of customer success
• Collaborating with other FourKites leaders to ensure a one-team approach to meet and exceed customer expectations
• Approximately 25% travel for client site visits

About the team:

The FourKites Customer Success Team owns the overall customer relationship. The team’s goal is to provide our customers the best experience and business consultancy. We provide best practices and thought leadership to help our customers recognize business value and prove ROI. Our goal is to be viewed as trusted partners and to create raving fans that want to continuously further their partnership with FourKites.

Who you are:

• Manage and influence behavior through persuasion, negotiation, and consensus building
• Understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Enthusiastic and creative leader with the ability to inspire others
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills

Basic Qualifications:

• Experience in a Supply Chain industry or related SaaS company highly preferred; Tech startup experience advantageous
• Bachelor’s degree or equivalent experience, MBA a plus
• 7+ years’ experience in an account management, consulting, or customer success role
• 3+ years of directly managing customer-facing teams
• Experience directly or indirectly working with freight management and supply chain
• Experience working with complex software