Sr. Manager, Customer Success

Overview

Lead a team of Customer Success Managers to deliver a best-in-class customer experience, managing a book of customers and driving Net Revenue Retention, Customer Satisfaction, Customer Health and account growth.

What you'll do

• Develop and manage a team of Customer Success Managers.
• Build and cultivate relationships with customer executives and champions of strategic accounts, and serve as the escalation point for client conflict resolution as necessary.
• Partner with Customer Enablement to advance CS Playbooks based on business growth and maturity.
• Provide direction, coaching and feedback to CSMs on day-to-day execution of CS Playbooks.
• Run detailed management routines around account planning, business objectives, risk mitigation and customer expansion.
• Understand and mitigate account risk, escalating to dependent functions as necessary.
• Enable Customer Growth Account Executives, the Renewals Manager and CSMs to strategize on renewals and expansion opportunities.
• Hire, onboard and develop team members to progress their careers at FourKites.
• Contribute to and lead a culture of customer success.
• Collaborate with other FourKites leaders to ensure a one-team approach to meet and exceed customer expectations.

What you'll need

• Bachelor's degree or equivalent experience.
• 7+ years of experience in 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.
• Understanding of value drivers in recurring revenue business models.
• Ability to manage and influence behavior through persuasion, negotiation and consensus building.
• 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.

Nice to have

• Experience in a Supply Chain industry or related SaaS company.
• Tech startup experience.
• MBA.

Details

• Location: Chicago, IL or Remote, USA.
• Approximately 25% travel for client site visits.
• Expected annual base salary range: $145,000 - $175,000, plus bonus and incentive compensation and employee stock option program participation.