Senior Manager, Customer Success

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 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.

As the Senior Manager of 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.

• 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 across the organization incl. with Product, Professional Services, Technical Account Management & Renewal Operations leaders 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; 
• Be data driven in driving individual & team performance utilizing KPIs and other metrics from the FourKites platform
• Detailed management routines around account planning, business objectives, risk mitigation, upsells and value realization with regular structured cadences
• Understand and mitigate account risk and escalate to dependent functions as necessary & in timely manner; align with key stakeholders for executing risk mitigation plans
• 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
• Drive core internal strategic initiatives towards execution of the function’s mission
• Collaborate with other FourKites leaders to ensure one team approach to meet and exceed customer expectation.

    Who you are:

• Manage and influence behavior through persuasion, negotiation, and consensus building
• Understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Experience in a SaaS company or tech startup
• Bachelor's degree or equivalent experience, MBA a plus
• Enthusiastic and creative leader with the ability to inspire others
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills

Preferred

• 7+ years’ experience in an account management, consulting or customer success
• 3+ years of directly managing customer-facing teams
• Experience directly or indirectly working in logistics domain

Who we are:

FourKites® is the #1 supply chain visibility platform in the world, extending visibility beyond transportation into yards, warehouses, stores and beyond. Tracking more than 2.5 million shipments daily across road, rail, ocean, air, parcel and courier, and reaching over 185 countries, FourKites combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains. More than 1,000 of the world’s most recognized brands — including 9 of the top-10 CPG and 18 of the top-20 food and beverage companies — trust FourKites to transform their business and create more agile, efficient and sustainable supply chains.  

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be you