Customer Success Manager

FourKites is a leader in AI-driven supply chain transformation, and they are seeking an experienced Customer Success Manager to enhance customer relationships. The role involves managing customer accounts, driving product adoption, and ensuring customer satisfaction while identifying opportunities for growth.

Responsibilities:

• Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction
• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Facilitate a quarterly Executive Business Review to review goals, progress and opportunities
• Understand white-space and work to identify and/or develop upsell opportunities
• Advocate customer needs/issues cross-departmentally
• Manage account escalations
• Advocate internally for customer needs and connect on priorities

Requirements:

• At least 6 years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company
• Excellent ability to multitask and prioritize workload
• Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm
• Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
• Ability to travel 10% or more of the time
• Supply Chain industry experience preferred
• Bilingual proficiency (Good to have)