Senior Manager, Customer Success
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Job Description
Senior Customer Success Manager leading customer-facing teams for FourKites’ AI-driven supply chain platform. Driving retention, customer health, renewals, expansion, and strategic account growth.
Responsibilities:
- Develop and manage a team of Customer Success Managers
- Build and cultivate relationships with customer executives and champions of strategic accounts
- Serve as an escalation point for client conflict resolution
- Partner with Customer Enablement to advance CS Playbooks
- Provide direction, coaching and feedback to CSMs on day-to-day CS Playbook execution
- Manage account planning, business objectives, risk mitigation, and customer expansion
- Understand and mitigate account risk and escalate to dependent functions
- Enable Customer Growth Account Executives, Renewals Manager and CSMs to strategize on renewals and expansion opportunities
- Hire, onboard, and develop team members
- Contribute to and lead a culture of customer success
- Collaborate with FourKites leaders to meet and exceed customer expectations
- Travel approximately 25% for client site visits
- Lead a team responsible for customer experience, visibility journeys, customer relationships, and account growth
Requirements:
- 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
- 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
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
Benefits:
- Competitive compensation with stock options
- 5 global recharge days
- Generous PTO and standard holidays
- Paid 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
- Collaborative culture
- Time during the workday to learn and celebrate diversity
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