Customer Success Manager

About this job

FourKites is a leader in AI-driven supply chain transformation, helping major global enterprises like Walmart and Cardinal Health run efficient, agile, and sustainable supply chains through real-time visibility and automated action. In this role, you will join an innovative Operations team as a Customer Success Manager to deliver exceptional customer experiences. Your main objective is to build consultative, trusted advisor relationships with your assigned accounts to drive product adoption, secure retention, and boost overall satisfaction. A normal day in this position involves managing day-to-day client accounts, acting as the primary product expert, training users on the FourKites platform, establishing key performance indicators, helping clients optimize their supply chain strategies, and collaborating closely with the Sales team to uncover expansion and upsell opportunities while handling account escalations.

Responsibilities

• Manage overall client relationships to increase product adoption, usage, retention, and satisfaction
• Act as a trusted strategic advisor to help clients achieve their specific business goals and key performance indicators
• Partner with the Sales team to identify, develop, and capture upsell and expansion opportunities within accounts
• Facilitate quarterly Executive Business Review sessions to evaluate client goals, progress, and new opportunities
• Train customers on the FourKites platform and assist in optimizing their global supply chain operations
• Handle account escalations and advocate for customer needs and issues across different company departments
• Develop and prepare customers to become brand advocates

Requirements

• 3-4 years of experience working with enterprise customers in a Customer Success or Account Management role at a SaaS company
• Strong multi-tasking skills and the ability to effectively prioritize workload
• Flexibility and ability to work cross-functionally in a fast-growing environment where rapid change is common
• Strong drive for efficiency, problem-solving, and delivering high-quality work in a timely manner
• Willingness to travel occasionally for customer meetings, on-site engagements, or company purposes based on business needs
• Availability to work in night shifts as required by the role

Good to have

• Prior experience in the Supply Chain industry
• Bilingual proficiency

Who should apply

This role is ideal for experienced professionals with a background in SaaS customer success or account management who enjoy solving complex challenges in a fast-paced environment. Candidates who thrive on building strategic client relationships, possess strong cross-functional collaboration skills, and are comfortable working night shifts will find this position a great fit. Please note that the posting specifies this is for an experienced professional and does not state that freshers can apply.

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