Senior Customer Success Manager

Job Description 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 empathetic and experienced Customer Success Manager to join our team You will provide the best customer experience by building and nurturing consultative relationships with strategic customers in order to achieve high retention rates and maximize value realization. You will have a strong partnership with internal teams as you help your customers meet their business objectives. 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 enabling customers who are delighted in their utilization and adoption of our product. What you'll be doing: - 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 - Develop, prepare, and nurture customers for advocacy - 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 - Support Sales in identifying and/or developing upsell and cross-sell opportunities to expand the FourKites footprint - Manage account escalations and advocate customer needs/issues cross-departmentally - Occasional travel requested for internal team meetings or customer visits About the team: Our innovative Customer Success Managers are integral to our Operations team and overall customer-centric culture. 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. FourKites is the largest predictive supply chain visibility platform, delivering real-time visibility and predictive analytics for the broadest network of Global 1000 companies and third-party logistics firms. Using a proprietary algorithm to calculate shipment arrival times, FourKites enables customers to lower operating costs, improve on-time performance and strengthen end- customer relationships. With a network of more than four million GPS/ELD devices, FourKites covers all modes, including truckload, LTL, ocean, rail, intermodal, last mile and parcel. The platform is optimized for mobile and equipped with market-leading end-to-end security. Who you are: - At least 3 years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company - Organizational, analytical and problem-solving skills with a strong drive for efficiency, quality and operational excellence - Supply Chain industry experience preferred - Experience growing customer adoption and preventing customer churn - Exceptional communication skills and emotional intelligence - Strong ability to multitask and prioritize - Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm. Note: Role would require to work in Night Shift 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.