Senior Customer Success Manager

FourKites is a leader in AI-driven supply chain transformation, helping customers operate efficient, agile, and sustainable global supply chains. They are seeking an experienced Senior Customer Success Manager to build consultative relationships with customers, ensuring their satisfaction and retention while identifying new opportunities for growth. The role involves day-to-day management of customer accounts and advocating for their needs across the organization.

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 8 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)