Sr. Manager, Customer Success
About The Position
The Senior Manager, Customer Success leads a team of Customer Success Managers responsible for delivering a best-in-class customer experience, guiding customers through their visibility journey, and managing a portfolio of customers. The team focuses on net revenue retention, customer satisfaction, customer health, and account growth, partnering closely with Sales, Operations, Product, and Leadership. The role calls for a customer-focused leader who is passionate about FourKites’ solutions, customer outcomes, and developing a team that can scale with the company’s growth. The Customer Success Team owns the overall customer relationship and provides business consultancy, best practices, and thought leadership to help customers realize business value and prove ROI. The team aims to become a trusted partner to customers and strengthen their ongoing relationships with FourKites. The position involves approximately 25% travel for client site visits.
Requirements
- 7+ years of experience in account management, consulting, or customer success.
- 3+ years of directly managing customer-facing teams.
- Experience directly or indirectly working with freight management and supply chain.
- Experience working with complex software.
- Ability to 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 leadership ability, including the ability to inspire others.
- Demonstrated desire for continuous learning and improvement.
- Excellent communication and presentation skills.
- Bachelor’s degree or equivalent experience.
Nice To Haves
- Experience in the supply chain industry or a related SaaS company is highly preferred.
- Tech startup experience is advantageous.
- MBA.
Responsibilities
- Develop and manage a team of Customer Success Managers.
- Build and cultivate relationships with customer executives and champions at strategic accounts, and serve as an escalation point for client conflict resolution as necessary.
- Partner with Customer Enablement to advance Customer Success playbooks in line with business growth and maturity.
- Provide direction, coaching, and feedback to Customer Success Managers on day-to-day execution of Customer Success playbooks.
- Establish detailed management routines for account planning, business objectives, risk mitigation, and customer expansion.
- Understand and mitigate account risk, escalating to dependent functions as necessary.
- Enable Customer Growth Account Executives, the Renewals Manager, and Customer Success Managers to strategize on renewals and expansion opportunities.
- Hire, onboard, and develop team members to support their career progression at FourKites.
- Contribute to and lead a culture of customer success.
- Collaborate with other FourKites leaders to take a one-team approach to meeting and exceeding customer expectations.
- Travel approximately 25% for client site visits.
Benefits
- Medical, dental, and vision benefits starting 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 standard holidays.
- Paid parental leave for all parents.
- Volunteer days.
- Family planning and inclusive wellbeing resources.
- Technology reimbursement.
- Commuter benefits for in-office employees in Chicago.
- Annual wellness stipend.
- Ongoing learning and development opportunities.
- Time during the workday for learning and celebrating diversity.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
