Sr. Manager, Customer Success
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. As the Senior Manager, Customer Success, you will lead a team of Customer Success Managers responsible for providing a best-in-class customer experience. The team is responsible for guiding customers through their visibility journey and managing a book of customers. Key metrics include Net Revenue Retention, Customer Satisfaction, Customer Health, and account growth. Your team will work heavily with Sales, Operations, Product and Leadership. The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, leading, developing and inspiring a team that scales with our growth.
Requirements
- 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 leader with the ability to inspire others
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Experience in a Supply Chain industry or related SaaS company highly preferred; Tech startup experience advantageous
- Bachelor's degree or equivalent experience, MBA a plus
- 7+ years’ experience in an 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
Responsibilities
- Development and manage a team of Customer Success Managers
- Build and cultivate relationships with customer executives and champions of strategic accounts and serve as an escalation point for client conflict resolution as necessary
- Partner with Customer Enablement to ensure CS Playbooks are being advanced based on our business growth and maturity
- Provide direction, coaching and feedback to CSMs around day-to-day execution of CS Playbooks
- Detailed management routines around account planning, business objectives, risk mitigation, and customer expansion
- Understand and mitigate account risk and escalate to dependent functions as necessary
- Enable Customer Growth Account Executives, Renewals Manager and CSMs to strategize on renewals and expansion opportunities
- Hire, onboard, and develop team members to progress their career at FourKites
- Contribute and lead a culture of customer success
- Collaborate with other FourKites leaders to ensure one team approach to meet and exceed customer expectations
- Approximately 25% travel for client site visits
Benefits
- Competitive compensation with stock options
- Outstanding benefits
- Collaborative culture
- 5 global recharge days
- Generous PTO
- Standard holidays
- Parental leave for all parents
- Annual wellness stipend
- Volunteer days
- Medical, Dental & Vision benefits starting on first day of employment
- 401k Retirement savings with employer match
- Bonus and incentive compensation
- Employee stock option program
- Employer paid life insurance and short term disability insurance
- Family planning and inclusive wellbeing resources
- Technology reimbursement
- Commuter benefits for in-office employees (Chicago)
- Ongoing learning & development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
