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FourKites is seeking a Senior Customer Success Manager to join its Operations team. You will own the end-to-end relationship with an assigned portfolio of enterprise customers, driving adoption, usage, retention, and satisfaction of the FourKites AI-powered supply chain platform.
Key responsibilities include:
- Manage overall customer relationships, focusing on adoption, usage, retention, and satisfaction metrics
- Build trusted, strategic advisor relationships with assigned customers and drive continued value realization
- Develop and nurture customers for advocacy and case study opportunities
- Establish critical business goals and KPIs with customers and support them in achieving these objectives
- Facilitate quarterly Executive Business Reviews to assess progress and identify expansion opportunities
- Identify white-space and develop upsell/cross-sell opportunities within the customer base
- Advocate for customer needs and issues across internal departments
- Manage account escalations and serve as the primary point of contact for customer concerns
- Connect customer priorities with FourKites leadership and internal teams
You will be part of an innovative team that has built strong customer relationships and created "raving fans" across FourKites' customer base. The role requires creative problem-solving, cross-functional collaboration, and a customer-centric mindset.
Note: This role requires night shift work to align with customer time zones.
Requirements:
- Minimum 6 years of experience in Customer Success or Account Management roles at SaaS companies, working with enterprise customers
- Supply chain industry experience preferred
- Excellent multitasking and workload prioritization skills
- Demonstrated ability to work cross-functionally in a fast-paced, rapidly changing environment
- Strong drive for efficiency, problem-solving, and quality-focused execution
- Bilingual proficiency (nice to have)
- Willingness to travel occasionally for customer meetings and on-site engagements as needed
