Sr. Manager, Customer Success

Fourkites; Chicago (IL); On-site; USD 145,000 - 175,000; Full time

Job summary

FourKites is seeking an extraordinary Senior Manager of Customer Success to lead a team of Customer Success Managers and drive best-in-class outcomes for strategic accounts. You will partner with Sales, Operations, Product and Leadership to ensure customer growth, retention and expansion while aligning with our core values of ownership and teamwork.

You will build relationships with executives, guide account planning, and coach teams on CS Playbooks, with travel ~25% to client sites as needed.

Qualifications

• 7+ years’ experience in an account management, consulting or customer success
• 3+ years of directly managing customer-facing teams
• Experience in a Supply Chain industry or related SaaS company highly preferred
• Experience working with freight management and supply chain
• Bachelor’s degree or equivalent experience; MBA a plus

Responsibilities

• Develop and manage a team of Customer Success Managers
• Build relationships with customer executives and champions; serve as escalation point for conflicts
• Partner with Customer Enablement to advance CS Playbooks with growth
• Provide direction, coaching and feedback to CSMs on day-to-day execution
• Manage account planning, business objectives, risk mitigation and expansion
• Understand and mitigate account risk and coordinate with dependent functions
• Enable Growth Account Executives and Renewals Managers on renewals and expansions
• Hire, onboard and develop team members; foster a customer-success culture
• Collaborate with FourKites leaders to ensure a one-team approach to meet customer expectations
• Approximately 25% travel for client site visits

Skills

Leadership

Negotiation

Persuasion

Communication

Presentation

Analytical mindset

Education

Bachelor’s degree or equivalent

MBA a plus

Tools

Complex software

Job description

At FourKites we have the opportunity to 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 of one team, bias for action, attitude matters and extreme ownership.

Senior Manager, 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.

What you’ll be doing:

• 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 escape 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

About the team:

The FourKites Customer Success Team owns the overall customer relationship. The team’s goal is to provide our customers 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 that want to continuously further their partnership with FourKites.

Who you are:

• Manage and influence behavior through persuasion, negotiation, and consensus building
• Understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Enthusiastic and creative leader with the ability to inspire others
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills

Basic Qualifications

• 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

Compensation

The expected annual base salary range for this role is $145,000 - $175,000. Actual compensation will be determined based on several factors, including but not limited to experience, qualifications, skills, and business needs. In addition to base salary, this position is eligible for bonus and incentive compensation as well as participation in FourKites' employee stock option program.

Benefits

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to generous PTO and standard holidays. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We're always listening for new ways to support everyone in and out of the office.

Benefits include:

• Medical, Dental & Vision benefits starting on first day of employment
• 401k Retirement savings with employer match
• Bonus and incentive compensation as well as employee stock option program
• Employer paid life insurance and short term disability insurance
• Generous PTO, global recharge days, and volunteer days
• Paid parental leave for all parents
• Family planning and inclusive wellbeing resources
• Technology reimbursement
• Commuter benefits for in-office employees (Chicago)Annual Wellness Stipend
• Ongoing learning & development opportunities

FourKites is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you're excited about this role but don't meet every requirement, we encourage you to apply.