Sr. Manager, Customer Success
About The Position
FourKites is seeking a customer-focused people leader to lead its Customer Success Manager team and deliver a best-in-class customer experience. The team guides customers through their visibility journey and manages a portfolio of accounts, with performance measured by Net Revenue Retention, customer satisfaction, customer health, and account growth. The role works closely with Sales, Operations, Product, and Leadership and calls for a leader who can develop and inspire a growing team while championing FourKites’ solutions and customer outcomes. 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 be a trusted partner and build lasting customer partnerships. The role includes approximately 25% travel for client site visits.
Requirements
- At least 7 years of experience in account management, consulting, or customer success.
- At least 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, creative leadership and 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 at a related SaaS company is highly preferred.
- Tech startup experience is advantageous.
- MBA is a plus.
Responsibilities
- Develop and manage a team of Customer Success Managers.
- Build relationships with customer executives and champions at strategic accounts, and serve as an escalation point for resolving client conflicts when necessary.
- Partner with Customer Enablement to advance Customer Success playbooks as the business grows and matures.
- Provide direction, coaching, and feedback to CSMs 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 issues to dependent functions as necessary.
- Enable Customer Growth Account Executives, the Renewals Manager, and CSMs 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 FourKites leaders to deliver a one-team approach and meet or exceed customer expectations.
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 the employee stock option program.
- Employer-paid life insurance and short-term disability insurance.
- Generous paid time off, five global recharge days, standard holidays, 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
