Senior Manager of Customer Success
Posted Updated
Description
- As the Senior Manager, Customer Success, you will lead a team of Customer Success Managers responsible for providing a best-in-class customer experience. The team is responsible for guiding customers through their visibility journey and managing a book of customers
- Key metrics include Net Revenue Retention, Customer Satisfaction, Customer Health, and account growth. Your team will work heavily with Sales, Operations, Product and Leadership
- Development and manage a team of Customer Success Managers
- Build and cultivate relationships with customer executives and champions of strategic accounts and serve as an escalation point for client conflict resolution as necessary
- Partner with Customer Enablement to ensure CS Playbooks are being advanced based on our business growth and maturity
- Provide direction, coaching and feedback to CSMs around day-to-day execution of CS Playbooks
- Detailed management routines around account planning, business objectives, risk mitigation, and customer expansion
- Understand and mitigate account risk and escalate to dependent functions as necessary
- Enable Customer Growth Account Executives, Renewals Manager and CSMs to strategize on renewals and expansion opportunities
- Hire, onboard, and develop team members to progress their career at FourKites
- Contribute and lead a culture of customer success
- Collaborate with other FourKites leaders to ensure one team approach to meet and exceed customer expectations
- Approximately 25% travel for client site visits
- The FourKites Customer Success Team owns the overall customer relationship. The team’s goal is to provide our customers the best experience and business consultancy
- We provide best practices and thought leadership to help our customers recognize business value and prove ROI. Our goal is to be viewed as trusted partners and to create raving fans that want to continuously further their partnership with FourKites
- The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, leading, developing and inspiring a team that scales with our growth
- Understanding of value drivers in recurring revenue business models
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Manage and influence behavior through persuasion, negotiation, and consensus building
- Analytical and process-oriented mindset
- Enthusiastic and creative leader with the ability to inspire others
- 7+ years’ experience in an account management, consulting or customer success
- Experience working with complex software
- Bachelor’s degree or equivalent experience, MBA a plus
- Experience directly or indirectly working with freight management and supply chain
- Experience in a Supply Chain industry or related SaaS company highly preferred; Tech startup experience advantageous
- 3+ years of directly managing customer-facing teams
- If you’re excited about this role but don’t meet every requirement, we encourage you to apply