Sr. Manager, Customer Success

4 hours, 30 minutes ago
Full-time
Lead
Customer and Technical Support
FourKites

FourKites

FourKites is the global leader in supply chain intelligence, offering real-time tracking solutions for seamless collaboration between shippers and trucking companies, driving efficiency and transparency in logistics.

Road & Rail
251-1K
Founded 2014
$232M raised

Description

  • Lead, coach, and develop a team of Customer Success Managers.
  • Build relationships with customer executives and strategic-account champions, serving as an escalation point for client conflicts.
  • Advance Customer Success playbooks with the Customer Enablement team.
  • Guide CSMs in the day-to-day execution of customer success processes.
  • Manage account planning, business objectives, risk mitigation, and expansion activities.
  • Identify and mitigate account risks, escalating issues to partner functions as needed.
  • Enable CSMs, Growth Account Executives, and Renewals Managers to plan renewals and expansion opportunities.
  • Hire, onboard, and support the career development of team members.
  • Collaborate with Sales, Operations, Product, and company leadership to meet customer expectations.
  • Travel approximately 25% for client site visits.

Requirements

  • 7+ years of experience in account management, consulting, or customer success.
  • 3+ years of directly managing customer-facing teams.
  • Bachelor’s degree or equivalent experience; MBA preferred.
  • Experience in supply chain or a related SaaS company; technology startup experience is advantageous.
  • Direct or indirect experience with freight management and supply chain operations.
  • Experience working with complex software.
  • Understanding of value drivers in recurring-revenue business models.
  • Analytical, process-oriented, and committed to continuous improvement.
  • Strong communication, presentation, persuasion, negotiation, and consensus-building skills.
  • Enthusiastic, creative leadership style with the ability to inspire others.

Benefits

  • Annual base salary of $145,000–$175,000, plus bonus, incentive compensation, and employee stock options.
  • Medical, dental, and vision coverage beginning on the first day of employment.
  • 401(k) retirement savings with employer match.
  • Generous PTO, five global recharge days, standard holidays, and volunteer days.
  • Paid parental leave for all parents.
  • Family planning and inclusive wellbeing resources, including an annual wellness stipend.
  • Employer-paid life insurance, short-term disability insurance, technology reimbursement, and Chicago commuter benefits.
  • Ongoing learning and development opportunities.

Interested in this position?

Apply directly on the company website

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