Principal Customer Success Manager

At Four Kites we have the opportunity to tackle complex challenges with real-world impacts. Whether it s medical supplies from Cardinal Health or groceries for Walmart, Four Kites helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of problem solvers that values inclusivity and customer obsession. Four Kites is looking for a principal Customer Success Manager (CSM) who is a customer-obsessed leader 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 Four Kites’ most complex, high-value enterprise accounts. This role acts as a trusted advisor to executive stakeholders, influences product direction, and sets 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 to customer value realization, retention, and expansion.

• Own end-to-end success for a portfolio of Four Kites’ 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 Four Kites’ 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.

About the team:
The Four Kites 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 Four Kites.

• 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…