Senior Customer Success Leader — Growth & Retention

Haven; United States; On-site; USD 145,000 - 175,000; Full time

Benefits offered by this job

Stock options

Medical, Dental & Vision benefits

401k Retirement savings with employer

Parental leave

Wellness stipend

Volunteer days

Job summary

FourKites is seeking a Senior Manager, Customer Success to lead a team of Customer Success Managers responsible for delivering a best-in-class customer experience across strategic accounts. You will guide customers through their visibility journey and collaborate with Sales, Operations, Product and Leadership to drive retention and growth.

The role emphasizes coachable leadership, relationship-building with executives, risk mitigation, and a culture of customer outcomes.

Qualifications

• 7+ years in an account management, consulting or customer success.
• 3+ years of directly managing customer-facing teams.
• Bachelor's degree or equivalent experience; MBA a plus.
• Experience in a Supply Chain industry or related SaaS company; freight management experience advantageous.
• Experience working with complex software.

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Cultivate relationships with customer executives and champions of strategic accounts; serve as escalation point for conflicts.
• Partner with Customer Enablement to advance CS Playbooks based on growth.
• Provide direction, coaching and feedback to CSMs on day-to-day CS Playbooks.
• Manage account planning, risk mitigation and customer expansion.
• Understand and mitigate account risk; elevate to dependent functions as necessary.
• Enable Customer Growth Account Executives, Renewals Manager and CSMs to strategize on renewals and expansions.
• Hire, onboard and develop team members to progress their careers at FourKites.
• Contribute and lead a culture of customer success.
• Collaborate with other leaders for a one-team approach to meet and exceed customer expectations.
• Approximately 25% travel for client site visits.

Skills

Leadership

Persuasion

Negotiation

Analytical mindset

Communication skills

Education

Bachelor's degree or equivalent experience

MBA a plus

Job description

FourKites is seeking a Senior Manager, Customer Success to lead a team of Customer Success Managers responsible for delivering a best-in-class customer experience across strategic accounts. You will guide customers through their visibility journey and collaborate with Sales, Operations, Product and Leadership to drive retention and growth.

The role emphasizes coachable leadership, relationship-building with executives, risk mitigation, and a culture of customer outcomes.