Senior Customer Success Manager

About the role

<p><span style="font-size: 12pt;"><strong>About the role:</strong></span></p> <p><span style="font-size: 12pt;">The Customer Success department is the backbone of Forter. As a Senior CSM, you are a key commercial lead responsible for the health, retention, and growth of our strategic accounts. We put a great deal of faith in our CSMs, who own not only customer satisfaction but also <strong>renewals, expansion, and strategic ROI</strong>. In this role, you’ll build lasting executive relationships and solve complex business challenges, developing the commercial and technical skills that will be the cornerstone of your future career.</span></p> <h3><span style="font-size: 12pt;"><strong>What you’ll be doing:</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Own the Renewal Lifecycle:</strong> Act as the primary commercial owner for your book of business, managing the end-to- end renewal process and hitting retention targets.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Drive Net Revenue Growth:</strong> Identify and qualify upsell opportunities within your accounts, collaborating with Sales to expand Forter’s footprint.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Quarterback Executive Value:</strong> Lead MBRs and QBRs to communicate Forter’s performance, ROI, and strategic impact to client stakeholders.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Strategic Advocacy:</strong> Convert client success into commercial momentum by securing references and case studies that serve as sales accelerators.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Product &amp; Roadmap Influence:</strong> Translate client business needs into actionable insights for our Product and leadership teams to help shape the company roadmap.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Data Hygiene:</strong> Maintain accurate data within internal systems to ensure leadership has real-time visibility into the commercial health of your portfolio.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>What you’ll need:</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>5+ years of post-live, client-facing CS experience</strong> with a proven track record of managing renewals and hitting retention targets.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Commercial Acumen:</strong> Experience leading executive-level business reviews focused on ROI, budgets, and long-term contract value.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Strategic Planning:</strong> Ability to communicate client objectives to internal leadership to execute high-impact account strategies.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Industry Context:</strong> Experience in a SaaS startup; background in payments, fraud, or fintech is a significant bonus.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Problem-Solving Grit:</strong> Ability to break down ambiguous problems into concrete solutions and a willingness to get "in the weeds" to solve operational issues.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>High Agency:</strong> Trusted to drive initiatives autonomously and gain buy-in from a wide collection of internal and external stakeholders.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Benefits:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Competitive salary and bonus plan</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Restricted Stock Units (RSU's)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Private health insurance, including vision and dental coverag

Skills