Senior Customer Success Manager

Job Description

As a Senior Customer Success Manager at FourKites, you will play a crucial role in ensuring the best customer experience by developing consultative relationships with your assigned customers to drive adoption, usage, retention, and satisfaction. Collaborating closely with the Sales team, you will help customers achieve their business objectives while identifying opportunities for expanding the FourKites footprint. Your expertise will make you the go-to person for your customers, guiding them on platform training, setting actionable goals for optimal supply chain performance, and ensuring their satisfaction with our product.**Key Responsibilities:**- Own the overall relationship with assigned customers, focusing on increasing adoption, usage, retention, and satisfaction- Establish a trusted advisor relationship with each customer, driving continued value of products and services- Develop, prepare, and nurture customers for advocacy- Help customers establish critical goals and key performance indicators, assisting them in achieving these goals- Conduct quarterly Executive Business Reviews to review goals, progress, and identify opportunities- Identify and develop upsell opportunities by understanding customer needs and issues- Manage account escalations and advocate internally for customer needs and priorities**Qualifications Required:**- At least 6 years of experience working with enterprise customers in a Customer Success or Account Management role at a SaaS company- Preferably have experience in the Supply Chain industry- Excellent multitasking and workload prioritization skills- Ability to work cross-functionally in a fast-paced, growing company- Strong drive for efficiency, problem-solving, and timely task completion- Bilingual proficiency is a plus- Willingness to travel occasionally for customer meetings or company purposesFourKites is a pioneer in AI-driven supply chain transformation, providing real-time visibility and automated action to global enterprises. The companys Intelligent Control Tower creates a real-time digital twin of orders, shipments, inventory, and assets to optimize supply chain performance and prevent disruptions. With over 3.2 million supply chain events processed daily, FourKites helps global brands make faster decisions and transition from reactive tracking to proactive supply chain orchestration.FourKites offers competitive compensation with stock options, exceptional benefits, and a collaborative global culture. Employees enjoy 5 global recharge days, generous PTO, parental leave, wellness stipends, volunteer days, and ongoing learning opportunities. The company promotes diversity and inclusion, creating an inclusive environment for all employees.Join FourKites in transforming supply chain operations and making a real-world impact! As a Senior Customer Success Manager at FourKites, you will play a crucial role in ensuring the best customer experience by developing consultative relationships with your assigned customers to drive adoption, usage, retention, and satisfaction. Collaborating closely with the Sales team, you will help customers achieve their business objectives while identifying opportunities for expanding the FourKites footprint. Your expertise will make you the go-to person for your customers, guiding them on platform training, setting actionable goals for optimal supply chain performance, and ensuring their satisfaction with our product.**Key Responsibilities:**- Own the overall relationship with assigned customers, focusing on increasing adoption, usage, retention, and satisfaction- Establish a trusted advisor relationship with each customer, driving continued value of products and services- Develop, prepare, and nurture customers for advocacy- Help customers establish critical goals and key performance indicators, assisting them in achieving these goals- Conduct quarterly Executive Business Reviews to review goals, progress, and identify opportunities- Identify and develop upsell opportunities by understanding customer needs and issues- Manage account escalations and advocate internally for customer needs and priorities**Qualifications Required:**- At least 6 years of experience working with enterprise customers in a Customer Success or Account Management role at a SaaS company- Preferably have experience in the Supply Chain industry- Excellent multitasking and workload prioritization skills- Ability to work cross-functionally in a fast-paced, growing company- Strong drive for efficiency, problem-solving, and timely task completion- Bilingual proficiency is a plus- Willingness to travel occasionally for customer meetings or company purposesFourKites is a pioneer in AI-driven supply chain transformation, providing real-time visibility and automated action to global enterprises. The companys Intelligent Control Tower creates a real-time digital twin of orders, shipments, inventory, and assets to optimize supply chai

Keyskills :
Account ManagementSaaSCustomer SuccessSupply Chain Industry