Principal Customer Success Manager

FourKites • Chicago, IL

10h

About The Position

At FourKites we have the opportunity to 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. The Principal Customer Success Manager (CSM) is a strategic, senior individual contributor role responsible for owning FourKites’ most complex, high-value enterprise accounts. This role is designed for CSMs who operate as trusted advisors to executive stakeholders, influence product direction, and set the bar for customer success excellence across the organization. You will work with customers operating at global scale, managing multi-stakeholder relationships, complex deployments, and high-impact outcomes tied directly to customer value realization, retention, and expansion. 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. We know that job postings can be intimidating, and research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out! Who we are: FourKites, the leader in AI-driven supply chain transformation for global enterprises and pioneer of real-time visibility, turns supply chain data into automated action. FourKites Intelligent Control Tower® breaks down enterprise silos by creating a real-time digital twin of orders, shipments, inventory and assets. This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks and optimize performance across their supply chain. FourKites processes over 3.2 million supply chain events daily — from purchase orders to final delivery — helping 1,600-plus global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration. For more information, visit www.fourkites.com. FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to generous PTO and standard holidays. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We're always listening for new ways to support everyone in and out of the office. If you are a California resident, here is our California Applicant Privacy Notice . If you are a European Union resident, here is our EU Applicant Privacy Notice . (Include the relevant privacy notice)

Requirements

• 8–12+ years of experience in Customer Success, Account Management, Consulting, or related customer-facing roles.
• Proven experience managing large, complex enterprise or strategic accounts in a B2B SaaS environment.
• Strong understanding of enterprise software, data-driven platforms, and complex implementations.
• Demonstrated success engaging with senior executives and influencing outcomes without formal authority.
• Solid problem‑solving and expectation management skills
• Excellent communication, executive presence, and storytelling skills, with ability to explain complex concepts to both technical and non‑technical audiences.
• Ability to navigate ambiguity, manage multiple priorities/ projects and customer relationships simultaneously, and operate at both strategic and tactical levels.

Nice To Haves

• Experience in supply chain, logistics, transportation, or operations-focused technology platforms
• Experience in AI/ML, workflow automation highly advantageous
• Experience working with global customers across multiple regions and time zones.
• Background in consulting, operations, or analytics-driven roles.
• Prior experience mentoring or coaching CSMs without direct people management.

Responsibilities

• Strategic Customer Ownership Own end-to-end success for a portfolio of FourKites’ largest and most strategic enterprise customers (often global, multi-region accounts).
• Serve as the primary strategic advisor to senior customer stakeholders (C-suite, VP and Director levels).
• Drive long-term success plans aligned to customer business goals, supply chain strategy, and FourKites’ platform capabilities.
• Value Realization & Outcomes Lead value realization efforts by defining, measuring, and communicating business impact (ROI, operational KPIs, and executive-level outcomes).
• Ensure customers are fully leveraging advanced platform capabilities and new product innovations.
• Partner with Product, Solutions, Support and Engineering teams to address complex use cases and influence roadmap priorities.
• Retention, Growth & Risk Management Own account health, renewals, and expansion in partnership with Account Management and Sales.
• Proactively identify risk signals and lead mitigation strategies across complex stakeholder environments.
• Identify expansion opportunities through consultative insights and deep understanding of customer operations.
• Cross-Functional Leadership Act as a senior voice of the customer internally, influencing product decisions, support priorities, and go-to-market strategy.
• Lead complex internal account teams, aligning stakeholders across Product, Engineering, Support, Sales, and Leadership.
• Mentor and coach Senior CSMs, serving as a role model for best practices, executive presence, and strategic thinking.
• Thought Leadership & Scale Contribute to defining Customer Success frameworks, playbooks, and best practices for enterprise and strategic accounts.
• Support onboarding and enablement of new CSMs through shadowing, coaching, and knowledge sharing.
• Represent Customer Success in internal forums and, when needed, customer executive briefings and industry events.

Benefits

• Medical, Dental & Vision benefits start on first day of employment
• Health Savings Account employer contribution
• Medical and Dependent Care FSA
• Supplemental insurance for Accident and Critical Illness expense reimbursement
• Dedicated resources for family planning, 1:1 support for new parents, access to child care and welfare networks, fertility, LGBTQIA+ inclusive, behavioral and psychological health
• 401k Retirement savings employer match
• Bonus and incentive compensation as well as employee stock option program
• Employer paid life insurance and short term disability insurance
• 20 PTO days, 5 recharge days, 2 volunteer days
• Up to 16 weeks of parental leave for birthing parents, fully paid
• Up to 12 weeks of parental leave for non-birthing parents (8 weeks paid, 4 weeks unpaid)
• Technology reimbursement
• Commuter benefits for in office employees (Chicago)
• Annual Wellness Stipend
• Ongoing learning & development opportunities

What This Job Offers

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