Customer Success Manager

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 ambitious and experienced Senior Customer Success Manager to join our team! You will provide the best customer experience by building a consultative relationship with your book of business in order to grow and retain customers. You will have a strong partnership with our Sales team, as you help your customers meet their business objectives while identifying new opportunities to expand the FourKites footprint. 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 creating customers who are delighted in their utilization and adoption of our product.

What you'll be doing:

Own overall relationship with assigned customers, which include: increasing adoption, driving usage, 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 and aid the customer in achieving their goals

Facilitate a quarterly Executive Business Review to review goals, progress and opportunities

Understand white-space and work to identify and/or develop upsell opportunities

Advocate customer needs/issues cross-departmentally

Manage account escalations

Advocate internally for customer needs and connect on priorities

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.

Who you are:

At least 6 years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company

Supply Chain industry experience preferred

Excellent ability to multitask and prioritize workload

Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm

Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner

Bilingual proficiency (Good to have)

Willingness to travel occasionally, based on business needs, for customer meetings, on-site engagements, or official company purposes

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 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-plus global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration. For more information, visit www.fourkites.com.

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to generous PTO and standard holidays. 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. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We're always listening for new ways to support everyone in and out of the office.

Benefits:

Medical benefits start on first day of employment

36 PTO days( Sick, Casual and Earned) , 5 recharge days, 2 volunteer days

Home Office set ups and Technology reimbursement

Lifestyle & Family benefits

Mental Wellness support and guidance

Ongoing learning & development opportunities ( Professional development program, Toast Master club etc.)

FourKites is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.