Key skills
Customer Success ManagementSaaS ExperienceTeam LeadershipAnalytical MindsetCustomer Relationship ManagementAccount ManagementCommunication SkillsNegotiation SkillsContinuous LearningConflict ResolutionAISaaSCommunicationNegotiationPresentation SkillsCustomer Success
About this role
FourKites is a leader in AI-driven supply chain transformation, helping global enterprises manage their supply chains efficiently. They are seeking a Senior Manager of Customer Success to lead a team of Customer Success Managers, ensuring a best-in-class customer experience and managing customer relationships to drive account growth and satisfaction.
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
Requirements:
- 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
- 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
- 10+ 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