Senior Customer Success Manager

FourKites is seeking a Senior Customer Success Manager to build and nurture relationships with strategic customers, drive retention, and maximize customer value. The role involves providing expert guidance on the FourKites platform, identifying and addressing customer needs, and acting as a go-to resource for all things related to their supply chain operations. The company values inclusivity, empathy, and a collaborative work environment.

Requirements

• Own overall relationship with assigned customers by increasing adoption, driving usage, identifying risk and ensuring retention and satisfaction
• Establish a trusted, strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Work with customers to establish critical goals or other key performance indicators, understand their criteria for success and aid them to achieve their goals
• Facilitate quarterly Executive Business Reviews to review goals, progress and opportunities, while asking insightful questions and listening closely to learn the customer’s perspective and vision
• Manage account escalations and advocate customer needs/issues cross-departmentally
• Occasional travel requested for internal team meetings or customer visits

Benefits

• 5 global recharge days
• Standard holidays
• Parental leave
• Wellness stipend
• Volunteer days
• Learning opportunities
• Stock options