Senior Manager, Customer Success

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

📋 Description

• Lead and oversee a team of Customer Success Managers.

• Establish and nurture relationships with customer executives and advocates within strategic accounts.

• Act as a key escalation point for resolving client conflicts.

• Collaborate with Customer Enablement to enhance CS Playbooks.

• Provide guidance, coaching, and feedback to CSMs regarding daily execution of the CS Playbook.

• Oversee account planning, business goals, risk management, and customer expansion initiatives.

• Identify and mitigate account risks, escalating issues to relevant functions as necessary.

• Empower Customer Growth Account Executives, Renewals Managers, and CSMs to strategize on renewal and expansion opportunities.

• Recruit, onboard, and develop team members effectively.

• Foster and lead a culture centered around customer success.

• Collaborate with FourKites leadership to ensure customer expectations are met and exceeded.

• Travel approximately 25% for client visits.

• Manage a team focused on enhancing customer experience, visibility journeys, customer relationships, and account growth.

⛳️ Requirements

• Experience in the Supply Chain industry or a related SaaS company is highly preferred; experience in tech startups is a plus.

• Bachelor's degree or equivalent experience; an MBA is advantageous.

• Over 7 years of experience in account management, consulting, or customer success roles.

• At least 3 years of experience directly managing customer-facing teams.

• Familiarity with freight management and supply chain processes, either directly or indirectly.

• Experience with complex software systems.

• Proven ability to manage and influence behavior through persuasion, negotiation, and consensus building.

• Understanding of value drivers in recurring revenue business models.

• Possesses an analytical and process-oriented mindset.

• Demonstrates enthusiastic and creative leadership capabilities.

• Shows a strong commitment to continuous learning and improvement.

• Excellent verbal and written communication and presentation skills.

🏝️ Benefits

• Competitive compensation package with stock options.

• 5 global recharge days.

• Generous paid time off and standard holidays.

• Paid parental leave available for all parents.

• Annual wellness stipend.

• Volunteer days provided.

• Medical, Dental & Vision benefits effective from the first day of employment.

• 401k retirement savings plan with employer matching.

• Bonus and incentive compensation opportunities.

• Employee stock option program.

• Employer-covered life insurance and short-term disability insurance.

• Family planning and inclusive wellbeing resources.

• Technology reimbursement available.

• Commuter benefits for in-office employees located in Chicago.

• Ongoing learning and development opportunities.

• Collaborative work culture.

• Dedicated time during the workday to learn and celebrate diversity.