Senior Manager of Customer Success

Role Overview

Join FourKites as Senior Manager of Customer Success. You will lead a team of Customer Success Managers and ensure a best-in-class customer experience while driving customer success outcomes and key metrics.

Responsibilities

• Lead and manage Customer Success Managers to deliver a best-in-class customer experience and hit key metrics such as Net Revenue Retention and Customer Satisfaction.
• Build executive relationships with customer stakeholders and account champions; act as an escalation point for conflict resolution.
• Partner cross-functionally with Customer Enablement and other FourKites leaders to align on a unified approach to exceed customer expectations.
• Contribute to and build a culture of customer success.

Requirements

• 7+ years of experience in account management, consulting, or customer success.
• 3+ years of experience directly managing customer-facing teams.
• Analytical, process-oriented mindset.
• Ability to influence and drive outcomes through persuasion, negotiation, and consensus building.
• Strong communication and presentation skills.
• Understanding of value drivers in recurring revenue business models.
• Bachelor’s degree or equivalent experience; MBA a plus.
• Experience working with complex software.

Nice to Have

• Experience in the Supply Chain industry or related SaaS; tech startup experience advantageous.
• Experience working with freight management and supply chain.