Senior Manager of Customer Success

Join FourKites as the Senior Manager of Customer Success, where you will lead a team of Customer Success Managers to provide a best-in-class customer experience. You will be responsible for guiding customers through their visibility journey, managing a book of customers, and collaborating with various departments to meet and exceed customer expectations. The ideal candidate will have 7+ years of experience in account management, consulting, or customer success, with a strong understanding of recurring revenue business models and experience in the supply chain industry.

• Lead and manage a team of Customer Success Managers to ensure a best-in-class customer experience and achieve key metrics such as Net Revenue Retention and Customer Satisfaction.
• Build and cultivate relationships with customer executives and champions of strategic accounts, serving as an escalation point for client conflict resolution.
• Collaborate with other departments, including Sales, Operations, and Product, to ensure a coordinated approach to meeting and exceeding customer expectations.

• The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, leading, developing and inspiring a team that scales with our growth
• Understanding of value drivers in recurring revenue business models
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Manage and influence behavior through persuasion, negotiation, and consensus building
• Analytical and process-oriented mindset
• Enthusiastic and creative leader with the ability to inspire others
• 7+ years’ experience in an account management, consulting or customer success
• Experience working with complex software
• Bachelor's degree or equivalent experience, MBA a plus
• Experience directly or indirectly working with freight management and supply chain
• Experience in a Supply Chain industry or related SaaS company highly preferred; Tech startup experience advantageous
• 3+ years of directly managing customer-facing teams
• If you're excited about this role but don't meet every requirement, we encourage you to apply