Manager of Customer Success

Salary: Not specified Location Type: Not specified Employment Type: Not specified

Position Overview

At FourKites, we tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile, and sustainable. Join a team of curious problem solvers that celebrates differences, leads with empathy, and values inclusivity.

FourKites is looking for an extraordinary people leader who is customer-obsessed and believes in our core values: one team, bias for action, attitude matters, and extreme ownership.

The FourKites Customer Success Team owns the overall customer relationship. The team’s goal is to provide our customers with the best experience and business consultancy. We provide best practices and thought leadership to help our customers recognize business value and prove ROI. Our goal is to be viewed as trusted partners and to create raving fans who want to continuously further their partnership with FourKites.

As the Manager of Customer Success, you will lead a team of Customer Success Managers responsible for providing a best-in-class customer experience. The team is responsible for guiding customers through their visibility journey and managing a book of customers. Key metrics include Net Revenue Retention, Customer Satisfaction, Customer Health, and account growth. Your team will work heavily with Sales, Operations, Product, and Leadership. The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, leading, developing, and inspiring a team that scales with our growth.

Responsibilities

• Development and management of 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 Managers, and CSMs to strategize on renewals and expansion opportunities.
• Hire, onboard, and develop team members to progress their careers at FourKites.
• Contribute and lead a culture of customer success.
• Collaborate with other FourKites leaders to ensure a one-team approach to meet and exceed customer expectations.

Who You Are

• Ability to manage and influence behavior through persuasion, negotiation, and consensus building.
• Understanding of value drivers in recurring revenue business models.
• Analytical and process-oriented mindset.
• Experience in a SaaS company or tech startup.
• Bachelor's degree or equivalent experience, MBA a plus.
• Enthusiastic and creative leader with the ability to inspire others.
• Demonstrated desire for continuous learning and improvement.
• Excellent communication and presentation skills.

Preferred Qualifications

• 7+ years of experience in 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.

Company Information

FourKites® is the #1 supply chain visibility platform in the world, extending visibility beyond transportation into yards, warehouses, stores, and beyond. Tracking more than 2.5 million shipments daily across road, rail, ocean, air, parcel, and courier, and reaching over 185 countries, FourKites combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains. More than 1,000 of the world’s most recognized brands — including 9 of the top-10 CPG and 18 of the top-20 food and beverage companies — trust FourKites to transf