Manager, Customer Success at FOURKITES (Chicago, IL)

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Join a fast-paced, innovative, data-driven startup named 2021 Best Tech Start ups In Chicago, that is changing the Supply Chain industry through real time tracking and end-to-end visibility.

FourKites is looking for an extraordinary people leader who is customer obsessed and believes in our core values of one team, bias for action, attitude matters and extreme ownership. 

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.

As the 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. The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, leading, developing and inspiring a team that scales with our growth.


  • 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


  • 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


  • 7+ years’ experience in an account management, consulting or customer success
  • 3+ years of directly managing customer-facing teams
  • Experience directly or indirectly working with freight management and supply chain

Named one of Forbes’ Next Billion-Dollar Startups, FourKites is on a mission to transform the world’s supply chains with the most powerful technology on the planet. With a customer base that includes 18 of the top-20 food and beverage companies and nine of the top-10 CPG companies, the company combines the largest network of real-time logistics data with machine learning to help its customers lower costs, improve on-time performance and strengthen end-customer relationships. We are a customer-obsessed organization, wholeheartedly committed to helping our customers succeed and drive long-term value. 

The empathy we exhibit with our customers applies internally, as well. At FourKites, a positive work culture is a priority, and team members benefit from structured employee development plans, mentorship and training programs, quarterly review and promotions processes, affinity group memberships and competitive benefits packages. Click here to learn more about our team and our corporate values.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
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    • PythonLanguages
    • RLanguages
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    • SqlLanguages
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    • JIRAManagement
    • SalesforceCRM


Modern office space with panoramic views of downtown Chicago. Located next to Union Station, that's connected to all of downtown!

An Insider's view of FOURKITES

How does your team reward individual success?

We find that getting to know what motivates a team member allows us to give more valuable and appreciated rewards and recognition. It could be a team meeting shout out for a job well done, a gift card through our wish list program, an exciting new project that allows the employee to work with new teams or departments or even a spot bonus.


Director, Talent & Development, Talent Acquisitions

What projects are you most excited about?

We are working on a project to add functionality to our platform that will increase our customer’s visibility and add flexibility to our integrations. This has required collaboration between multiple departments to ensure that the scoping of the multiple product enhancement tickets are detailed and address the problems of all stakeholders.


Director, Carrier Operations-Customer Success

How does the company support your career growth?

Our career pathing has flexibility which allows me to leverage my strengths and career goals. This combined with a culture of open, honest communication has driven me to explore new leadership opportunities and collaborate with teams across the globe! Knowing that I have support from my teammates keeps me motivated, intrigued and excited.


Talent & Development Manager, People Operations

What are some social events your company does?

A fun way we like to provide and share recognition is through our quarterly Cheers to Peers, Nice Cream Socials that Kaitlin, our Front Desk and Office Coordinator puts together. It's a great opportunity to provide recognition to others, mingle with different teams, and eat ice cream - what could be better!


Senior Talent & Development Manager

What are FOURKITES Perks + Benefits

FOURKITES Benefits Overview

We provide an elite tier of benefits and wellness programs, have a bias for promoting within, and an array of global culture & connection programs and committees, such as DEI Employee Councils, FourKites Pride, and FourKites Women's groups.

Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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