Senior Manager, Customer Success

📋 Description

• • As a Senior Manager of Customer Success at FourKites, you will be instrumental in shaping and leading a high-performing team dedicated to delivering an unparalleled customer experience. This pivotal role involves guiding our valued customers through their supply chain visibility journey, ensuring they derive maximum value from the FourKites platform, and managing a significant portfolio of accounts. Your leadership will directly impact key performance indicators such as Net Revenue Retention, Customer Satisfaction, Customer Health scores, and overall account growth, solidifying FourKites' position as a leader in AI-driven supply chain transformation.
• • You will be responsible for the strategic development and day-to-day management of a team of Customer Success Managers (CSMs). This includes providing clear direction, consistent coaching, and constructive feedback to ensure the effective execution of established Customer Success Playbooks. Your ability to inspire and motivate your team will be crucial in fostering a culture of excellence and driving customer advocacy.
• • A core aspect of this role is building and nurturing strong, executive-level relationships with our strategic accounts. You will serve as a key point of contact, a trusted advisor, and an escalation point for conflict resolution, ensuring that customer concerns are addressed promptly and effectively, thereby strengthening partnerships and driving long-term loyalty.
• • You will collaborate closely with the Customer Enablement team to continuously refine and advance our CS Playbooks, ensuring they align with our evolving business growth and maturity. This involves staying abreast of industry best practices and adapting our strategies to meet the dynamic needs of our customers and the market.
• • A significant part of your responsibility will involve meticulous management routines focused on strategic account planning, defining and achieving business objectives, proactive risk mitigation, and identifying opportunities for customer expansion. This requires a deep understanding of our customers' businesses and how FourKites solutions can drive their success.
• • You will play a critical role in understanding and mitigating potential account risks, escalating issues to relevant internal functions as needed to ensure seamless customer operations and satisfaction. Your proactive approach will be key to preventing churn and fostering a stable, growing customer base.
• • You will empower and enable our Customer Growth Account Executives, Renewals Managers, and CSMs to develop and execute effective strategies for renewals and expansion opportunities. This cross-functional collaboration is essential for maximizing customer lifetime value and achieving revenue targets.
• • A key leadership responsibility is the recruitment, onboarding, and ongoing development of your team members. You will foster an environment that supports career progression and professional growth within FourKites, ensuring we have a talented and motivated team ready to meet future challenges.
• • You will actively contribute to and champion a company-wide culture of customer success, embodying FourKites' core values of one team, bias for action, attitude matters, and extreme ownership. Your leadership will set the tone for how we engage with and support our customers.
• • You will collaborate effectively with other FourKites leaders across departments to ensure a unified, 'one team' approach to meeting and exceeding customer expectations. This cross-functional synergy is vital for delivering a cohesive and exceptional customer journey.
• • This role requires approximately 25% travel, primarily for client site visits, to foster deeper relationships and gain firsthand insights into customer operations and challenges.
• • The FourKites Customer Success team is the guardian of the overall customer relationship, dedicated to providing an exceptional experience and acting as strategic business consultants. We deliver best practices and thought leadership to help customers realize tangible business value and achieve a strong return on investment (ROI).
• • Our ultimate goal is to be perceived as indispensable, trusted partners, cultivating 'raving fans' who are eager to deepen their engagement and commitment with FourKites, driving mutual growth and success.
• • You will leverage your ability to manage and influence behavior through persuasion, negotiation, and consensus-building, essential skills for navigating complex customer relationships and internal collaborations.
• • A strong understanding of the value drivers inherent in recurring revenue business models is critical for strategic account management and identifying growth opportunities.
• • You will bring an analytical and process-oriented mindset to problem-solving and operational efficiency, ensuring data-driven decision-making and continuous improvement.
• • Experience within a SaaS company or a fast-paced tech startup environment is highly valued, providing a foundation for understanding our business context and challenges.
• • A Bachelor's degree or equivalent practical experience is required, with an MBA being a significant plus, demonstrating a strong educational and experiential background.
• • You should be an enthusiastic and creative leader, possessing the ability to inspire and motivate teams and stakeholders towards shared goals.
• • A demonstrated desire for continuous learning and self-improvement is essential, reflecting a commitment to staying ahead in a rapidly evolving industry.
• • Exceptional communication and presentation skills are paramount for effectively conveying ideas, building rapport, and influencing outcomes with both internal and external audiences.