Customer Success Manager

Position Overview

• Location Type:
• Job Type:
• Salary:

FourKites is seeking an empathetic and experienced Customer Success Manager to join our fast-paced, innovative, data-driven startup that is changing the Supply Chain industry through real-time tracking and end-to-end visibility. You will build and nurture consultative relationships with strategic customers to achieve high retention rates and maximize value realization. You will partner with internal teams to help customers meet their business objectives, becoming their go-to expert for the FourKites platform. Your responsibilities include training customers, creating actionable goals for supply chain optimization, and enabling customer delight in product utilization and adoption.

Requirements

• At least 3 years of experience working with enterprise customers in a Customer Success or Account Management role at a SaaS company.
• Strong organizational, analytical, and problem-solving skills with a drive for efficiency, quality, and operational excellence.
• Supply Chain industry experience preferred.
• Proven experience growing customer adoption and preventing customer churn.
• Exceptional communication skills and emotional intelligence.
• Strong ability to multitask and prioritize.
• Demonstrated ability and flexibility to work cross-functionally in a fast-growing company with a fast-paced, changing environment.
• Fluency in Polish, German, English, and Spanish is required.

Responsibilities

• Own the overall relationship with assigned customers by increasing adoption, driving usage, identifying risk, and 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, understand their criteria for success, and aid them in achieving their goals.
• Facilitate quarterly Executive Business Reviews to review goals, progress, and opportunities, asking insightful questions and listening closely to understand the customer’s perspective and vision.
• Support Sales in identifying and/or developing upsell and cross-sell opportunities to expand the FourKites footprint.
• Manage account escalations and advocate customer needs/issues cross-departmentally.
• Occasional travel may be requested for internal team meetings or customer visits.

About the Team

Our innovative Customer Success Managers are integral to our Operations team and overall customer-centric culture. They create "raving fans" of FourKites through creative problem-solving, from implementing round-table events to advocating directly with FourKites Leadership. Customer Success Managers are the driving force behind our customer’s satisfaction and retention.

About FourKites

FourKites is the largest predictive supply chain visibility platform, delivering real-time visibility and predictive analytics for Global 1000 companies and third-party logistics firms. Using a proprietary algorithm to calculate shipment arrival times, FourKites enables customers to lower operating costs, improve on-time performance, and strengthen end-customer relationships. The platform covers all modes (truckload, LTL, ocean, rail, intermodal, last mile, and parcel) with a network of over four million GPS/ELD devices. It is optimized for mobile and equipped with market-leading end-to-end security.

Our Proposal

FourKites provides competitive compensation with stock options, outstanding benefits, and a collaborative culture for all employees globally. We support employee well-being with 5 global recharge days.