Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Manage overall relationships with designated customers, enhancing adoption, driving usage, and ensuring retention and satisfaction.

• Build trusted and strategic advisor relationships, continuously delivering value through products and services.

• Develop, prepare, and cultivate customers to become advocates.

• Define critical goals and key performance indicators with customers and assist them in achieving these targets.

• Conduct quarterly Executive Business Reviews to discuss goals, progress, and opportunities.

• Identify whitespace and recognize or create upsell opportunities.

• Represent customer needs and issues across departments.

• Handle account escalations effectively.

• Internally advocate for customer requirements and align on priorities.

• Provide training to customers on the FourKites platform.

• Establish actionable goals to enhance customers' supply chains.

• Collaborate with Sales to assist customers in meeting their business objectives and identifying expansion opportunities.

⛳️ Requirements

• A minimum of 6 years of experience engaging with enterprise customers in a Customer Success or Account Management role within a SaaS company.

• Experience in the Supply Chain industry is preferred.

• Exceptional multitasking abilities and prioritization skills.

• Proven ability and flexibility to work collaboratively across functions in a dynamic, fast-growing company.

• Strong commitment to efficiency, problem-solving, and completing tasks in a timely, quality-focused manner.

• Bilingual proficiency is advantageous.

• Willingness to travel occasionally for customer meetings, on-site engagements, or company-related purposes.

• Availability to work night shifts as needed.

🏝️ Benefits

• Stock options.

• Comprehensive benefits package.

• 5 global recharge days.

• Generous paid time off (PTO).

• Standard holiday leave.

• Parental leave available for all parents.

• Annual wellness stipend.

• Volunteer days provided.

• Medical benefits commence on the first day of employment.

• 36 PTO days (including Sick, Casual, and Earned).

• 5 recharge days.

• 2 volunteer days.

• Home office setups and technology reimbursement.

• Lifestyle and family benefits.

• Mental wellness support and guidance.

• Ongoing learning and development opportunities.

• Professional development programs.

• Toastmasters club membership.

• A collaborative workplace culture.