Senior Manager, Customer Success

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.

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.

As the Senior Manager of 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 escalate 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

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

• Experience in a SaaS company or tech startup

• Bachelor's degree or equivalent experience, MBA a plus

• Enthusiastic and creative leader with the ability to inspire others

• Demonstrated desire for continuous learning and improvement

• Excellent communication and presentation skills

Preferred

• 10+ 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

Who we are:

FourKites®, the leader in AI-driven supply chain transformation for global enterprises and pioneer of advanced real-time visibility, turns supply chain data into automated action. FourKites’ Intelligent Control Tower™ breaks down enterprise silos by creating a real-time digital twin of orders, shipments, inventory and assets. This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks, and optimize performance across their supply chain. FourKites processes over 3.2 million supply chain events daily — from purchase orders to final delivery — helping 1,600+ global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration.

Working at FourKites

We provide competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe, including:

• 5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work.

• 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.

• Opportunities throughout the year to learn and celebrate diversity.

• Access to leading AI tools and foundation models, with the freedom to experiment and find creative ways to be more effective in your role

And we're always listening for new ways to support everyone in and out of the office.

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