Customer Success Manager

About this role

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 ambitious and experienced Customer Success Manager to join our team! You will provide the best customer experience by building a consultative relationship with your book of business in order to grow and retain customers. You will have a strong partnership with our Sales team, as you help your customers meet their business objectives while identifying new opportunities to expand the FourKites footprint. As the owner of the day-to-day management of your customers, you will become their go-to expert in all things FourKites. From training your customers on the FourKites platform, to creating actionable goals for ways that they can optimize their supply chain, you are responsible for creating customers who are delighted in their utilization and adoption of our product.

What you’ll be doing:

• Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services

• Develop, prepare, and nurture customers for advocacy

• Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals

• Facilitate a quarterly Executive Business Review to review goals, progress and opportunities

• Understand white-space and work to identify and/or develop upsell opportunities

• Advocate customer needs/issues cross-departmentally

• Manage account escalations

• Advocate internally for customer needs and connect on priorities

About the team:

Our innovative Customer Success Managers are integral to our Operations team. With their creative problem-solving skills, they have created “raving fans” of FourKites with all of our customers. From implementing round-table events to advocating directly with the FourKites Leadership team, our Customer Success Managers are the driving force behind our customer’s satisfaction and retention.

Basic Qualifications:

• At least 3+ years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company

• Excellent ability to multitask and prioritize workload

• Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm

• Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner

• Ability to travel 10% or more of the time

Preferred Qualifications:

• Supply Chain industry experience

Compensation

The expected annual base salary range for this role is $100,000 - $125,000. 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.