SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 145,000 - 175,000 / annual
FourKites is seeking a Senior Manager of Customer Success to lead a team of Customer Success Managers responsible for delivering best-in-class customer experiences and driving business outcomes. You will manage a team focused on guiding customers through their supply chain visibility journey, overseeing a strategic book of business, and driving key metrics including Net Revenue Retention, Customer Satisfaction, Customer Health, and account growth.
Key responsibilities include:
- Develop, hire, onboard, and manage a team of Customer Success Managers, providing coaching, feedback, and career development
- Build and cultivate relationships with customer executives and strategic account champions, serving as an escalation point for conflict resolution
- Partner with Customer Enablement to advance CS Playbooks based on business growth and maturity
- Execute detailed account planning routines around business objectives, risk mitigation, and customer expansion opportunities
- Identify and mitigate account risk, escalating to dependent functions as needed
- Enable Customer Growth Account Executives, Renewals Managers, and CSMs to strategize on renewals and expansion
- Collaborate with Sales, Operations, Product, and Leadership to ensure a unified approach to exceeding customer expectations
- Contribute to and lead a culture of customer success across the organization
- Approximately 25% travel for client site visits
The Customer Success Team owns the overall customer relationship and serves as trusted partners, providing best practices and thought leadership to help customers recognize business value and prove ROI.
Requirements:
- 7+ years of experience in account management, consulting, or customer success
- 3+ years of directly managing customer-facing teams
- Experience in Supply Chain industry or related SaaS company (highly preferred); tech startup experience advantageous
- Bachelor's degree or equivalent experience (MBA a plus)
- 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
- Excellent communication and presentation skills
- Demonstrated desire for continuous learning and improvement
