Sr. Manager, Customer Success

FourKites provides an AI-driven supply chain transformation platform and real-time visibility for global enterprises. The Senior Manager, Customer Success will lead and develop a team of Customer Success Managers, oversee strategic customer relationships, manage account health and growth, and collaborate cross-functionally to deliver exceptional customer outcomes.

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:

• Manage and influence behavior through persuasion, negotiation, and consensus building
• Understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Enthusiastic and creative leader with the ability to inspire others
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Bachelor's degree or equivalent experience, MBA a plus
• 7+ 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
• Experience working with complex software
• Experience in a Supply Chain industry or related SaaS company highly preferred; Tech startup experience advantageous