Customer Success Manager
About The Position
FourKites is seeking an ambitious and experienced Customer Success Manager to build consultative relationships with an assigned portfolio of customers, helping them achieve business objectives while growing and retaining their business. The role partners closely with Sales and owns day-to-day customer management, becoming the customer’s primary FourKites expert. This includes training customers on the platform and developing actionable goals to help them optimize their supply chains and improve product utilization and adoption. Customer Success Managers are part of the Operations team and contribute to customer satisfaction and retention through creative problem-solving, customer events, and internal advocacy. This position may involve travel of 10% or more. The expected annual base salary range is $100,000–$125,000, with eligibility for bonus and incentive compensation and participation in FourKites’ employee stock option program.
Requirements
- At least 3 years of experience working with enterprise customers in a Customer Success or Account Management role at a SaaS company.
- Excellent ability to multitask and prioritize workload.
- Demonstrated ability and flexibility to work cross-functionally in a fast-growing company where rapid change is the norm.
- Strong drive for efficiency, resolving problems, and completing work in a timely, quality-focused manner.
- Ability to travel 10% or more of the time.
Nice To Haves
- Supply Chain industry experience.
Responsibilities
- Own relationships with assigned customers, including increasing product adoption and usage and ensuring retention and satisfaction.
- Build trusted, strategic-advisor relationships and drive continued value from FourKites products and services.
- Develop and prepare customers for advocacy.
- Work with customers to establish critical goals and key performance indicators and help them achieve those goals.
- Facilitate quarterly Executive Business Reviews to review goals, progress, and opportunities.
- Understand account whitespace and identify or develop upsell opportunities.
- Advocate for customer needs and issues across departments and internally, connecting on priorities.
- Manage account escalations.
- Train customers on the FourKites platform and help them develop actionable supply-chain optimization goals.
Benefits
- Medical, dental, and vision benefits starting on the first day of employment.
- 401(k) retirement savings with employer match.
- Bonus and incentive compensation and participation in an employee stock option program.
- Employer-paid life insurance and short-term disability insurance.
- Generous paid time off, global recharge days, and volunteer days.
- Paid parental leave for all parents.
- Family planning and inclusive wellbeing resources.
- Technology reimbursement.
- Commuter benefits for in-office employees in Chicago.
- Annual wellness stipend.
- Ongoing learning and development opportunities.
- Standard holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
