Senior Manager of Customer Success, FourKites

• The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, leading, developing and inspiring a team that scales with our growth
• Manage and influence behavior through persuasion, negotiation, and consensus building
• Understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Experience in a SaaS company or tech startup
• Bachelor's degree or equivalent experience, MBA a plus
• Enthusiastic and creative leader with the ability to inspire others
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills

Desirable

• As the Senior Manager of 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 across the organization incl. with Product, Professional Services, Technical Account Management & Renewal Operations leaders 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
• Be data driven in driving individual & team performance utilizing KPIs and other metrics from the FourKites platform
• Detailed management routines around account planning, business objectives, risk mitigation, upsells and value realization with regular structured cadences
• Understand and mitigate account risk and escalate to dependent functions as necessary & in timely manner; align with key stakeholders for executing risk mitigation plans
• 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
• Drive core internal strategic initiatives towards execution of the function’s mission
• Collaborate with other FourKites leaders to ensure one team approach to meet and exceed customer expectation