Principal 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 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 Principal Customer Success Manager (CSM) is a strategic, senior individual contributor role responsible for owning FourKites’ most complex, high-value enterprise accounts. This role is designed for CSMs who operate as trusted advisors to executive stakeholders, influence product direction, and set the bar for customer success excellence across the organization.

You will work with customers operating at global scale, managing multi-stakeholder relationships, complex deployments, and high-impact outcomes tied directly to customer value realization, retention, and expansion.

• Own end-to-end success for a portfolio of FourKites’ largest and most strategic enterprise customers (often global, multi-region accounts).
• Serve as the primary strategic advisor to senior customer stakeholders (C-suite, VP and Director levels).
• Drive long-term success plans aligned to customer business goals, supply chain strategy, and FourKites’ platform capabilities.

• Lead value realization efforts by defining, measuring, and communicating business impact (ROI, operational KPIs, and executive-level outcomes).
• Ensure customers are fully leveraging advanced platform capabilities and new product innovations.
• Partner with Product, Solutions, Support and Engineering teams to address complex use cases and influence roadmap priorities.

• Own account health, renewals, and expansion in partnership with Account Management and Sales.
• Proactively identify risk signals and lead mitigation strategies across complex stakeholder environments.
• Identify expansion opportunities through consultative insights and deep understanding of customer operations.

• Act as a senior voice of the customer internally, influencing product decisions, support priorities, and go-to-market strategy.
• Lead complex internal account teams, aligning stakeholders across Product, Engineering, Support, Sales, and Leadership.
• Mentor and coach Senior CSMs, serving as a role model for best practices, executive presence, and strategic thinking.

• Contribute to defining Customer Success frameworks, playbooks, and best practices for enterprise and strategic accounts.
• Support onboarding and enablement of new CSMs through shadowing, coaching, and knowledge sharing.
• Represent Customer Success in internal forums and, when needed, customer executive briefings and industry events.
  
  

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.

• 8–12+ years of experience in Customer Success, Account Management, Consulting, or related customer-facing roles.
• Proven experience managing large, complex enterprise or strategic accounts in a B2B SaaS environment.
• Strong understanding of enterprise software, data-driven platforms, and complex implementations.
• Demonstrated success engaging with senior executives and influencing outcomes without formal authority. 
• Solid problem‑solving and expectation management skills
• Excellent communication, executive presence, and storytelling skills, with ability to explain complex concepts to both technical and non‑technical audiences.
• Ability to navigate ambiguity, manage multiple priorities/ projects and customer relationships simultaneously, and operate at both strategic and tactical levels.

• Experience in supply chain, logistics, transportation, or operations-focused technology platforms
• Experience in AI/ML, workflow automation highly advantageous
• Experience working with global customers across multiple regions and time zones.
• Background in consulting, operations, or analytics-driven roles.
• Prior experience mentoring or coaching CSMs without direct people management.

• Customers view you as a trusted advisor and strategic partner.
• High retention and expansion across your portfolio of strategic accounts.
• Clear, measurable business value delivered and articulated to executive stakeholders.
• Positive influence on Customer Success maturity, standards, and culture at FourKites.

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.

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FourKites is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you're excited about this role but don't meet every requirement, we encourage you to apply.