Lead and develop a team of Customer Success Managers to drive customer adoption, retention, and expansion. Own account planning, risk mitigation, renewals strategy, executive relationships, playbook execution, and cross-functional collaboration. Monitor customer health, satisfaction, and revenue metrics while scaling team processes and serving as escalation for client issues. Role requires ~25% travel for client site visits.

Serve as primary customer contact for FourKites' SaaS platform: troubleshoot, replicate, and track product issues; coordinate with Development, QA, and Consulting; provide regular client updates; participate in weekend emergency rotation; and contribute to AI-driven support initiatives.

Manage a book of enterprise SaaS customers to drive adoption, retention, and expansion. Serve as trusted advisor, conduct executive business reviews, set and track KPIs, identify upsell opportunities, handle escalations, and advocate customer needs cross-functionally.