Customer Success Manager

FourKites • Chicago, IL

13h • $100,000 - $125,000

About The Position

FourKites is seeking an ambitious and experienced Customer Success Manager to build consultative relationships with an assigned portfolio of customers, grow and retain accounts, and help customers achieve their business objectives. The role partners closely with Sales and serves as the day-to-day owner and trusted FourKites expert for customers. It includes training customers on the platform, identifying ways to optimize supply chains, and supporting strong product utilization, adoption, satisfaction, and retention.

Customer Success Managers are part of the Operations team and contribute to customer satisfaction through creative problem-solving, customer advocacy, and collaboration with FourKites leadership and other departments. The role requires at least three years of experience working with enterprise customers in Customer Success or Account Management at a SaaS company, and travel of 10% or more. Supply chain industry experience is preferred.

The expected annual base salary range is $100,000–$125,000. Actual compensation depends on factors such as experience, qualifications, skills, and business needs. The position is also eligible for bonus and incentive compensation and participation in the 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 fast-paced change is normal.
• Strong drive for efficiency, problem resolution, 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, increasing adoption and usage while supporting retention and satisfaction.
• Build trusted, strategic advisor relationships with customers 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.
• Manage account escalations and communicate customer priorities internally.
• Train customers on the FourKites platform and help them identify actionable ways to optimize their supply chains.

Benefits

• Medical, dental, and vision benefits beginning on the first day of employment.
• 401(k) retirement savings with employer match.
• Bonus and incentive compensation.
• 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.
• Five global recharge days in addition to generous paid time off and standard holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed