Senior Manager, Customer Success

Jobtailor; Chicago (IL); On-site; USD 90,000 - 140,000; Full time

Job summary

FourKites is seeking a senior leader to develop and manage a Customer Success organization in a high-growth freight and supply chain SaaS environment. You will build deep relationships with executive sponsors, guide CS Playbooks with Enablement, and drive account planning, risk mitigation, and expansion opportunities while coaching a team of CSMs.

The role emphasizes collaboration with other leaders to ensure a unified, customer-centric approach.

Qualifications

• 7+ years’ experience in an account management, consulting or customer success.
• 3+ years of directly managing customer-facing teams.
• Experience working with freight management and supply chain.
• Experience working with complex software.

Responsibilities

• Lead and manage a team of Customer Success Managers.
• Build and cultivate relationships with customer executives and champions of strategic accounts.
• Serve as an escalation point for client conflict resolution as necessary.
• Partner with Customer Enablement to advance CS Playbooks.
• Provide direction, coaching and feedback to CSMs on day-to-day execution.
• Manage account planning, risk mitigation, and customer expansion initiatives.
• Mitigate account risk and coordinate with dependent functions.
• Support Growth Account Executives and Renewals Manager on renewals and expansions.
• Hire, onboard, and develop team members.
• Foster a culture of customer success and collaboration across leadership.

Skills

Account Planning

Risk Mitigation

Customer Expansion

Coaching

Feedback Provision

Education

Bachelor's Degree

MBA

Tools

Freight Management Software

CS Playbooks

Job description

• Development and manage 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 upscale to dependent functions as necessary.
• Enable Customer Growth Account Executives, Renewals Manager and CSMs to strategize on renewals and expansion opportunities.
• Hire, onboard, and develop team members to progress their career at FourKites.
• Contribute and lead a culture of customer success.
• Collaborate with other FourKites leaders to ensure one team approach to meet and exceed customer expectations.
• Approximately 25% travel for client site visits.

Requirements

• Experience in a Supply Chain industry or related SaaS company highly preferred; Tech startup experience advantageous.
• Bachelor's degree or equivalent experience, MBA a plus.
• 7+ years’ experience in an 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.
• Experience working with complex software.

Core Competencies

Demonstrates expertise in managing customer success teams and developing strategic relationships with clients in the supply chain industry. Proven ability to lead account planning, risk mitigation, and customer expansion initiatives while fostering a culture of customer success.

Certifications & Qualifications

• Bachelor's Degree
• MBA

Hard Skills

• Account Planning
• Risk Mitigation
• Customer Expansion
• Coaching
• Feedback Provision

Soft Skills

• Relationship Building
• Collaboration
• Communication

Tools & Technologies

• CS Playbooks
• Freight Management Software