Senior Manager, Customer Success

About the role:

The Customer Success (CS) department is the backbone of everything Forter does, and as Sr. Manager of CS you’ll lead a team responsible for many of our most strategic customers. Forter’s technology is cutting edge, and as such, the CS team is in an exciting position to partner with customers to deliver incredible business value. Forter places a great deal of faith in our CS team, who are responsible not only for customer satisfaction, but also renewals and expansion discovery. In this role you’ll lead a world class team, ensure the execution of our mission at the highest levels, build lasting relationships with client executives, solve complex business challenges, and expand the skills that will be the cornerstone of your career.

What you’ll be doing:

• Lead a world class team of roughly 7 CSMs in the AMER region, covering our customers in the Strategic and Enterprise+ segments
• Recruit and develop a high performing team, helping uplevel our CSMs to meet their goals while preparing them for the next steps in their careers
• Deliver transformational leadership so the team is highly motivated, supported, and engaged. Be a role model and maximize the strengths of your team
• Own the gross and net revenue retention number for your team, building a strategic plan to retain and grow your book of business quarter after quarter
• Independently handle escalated client issues with urgency, providing guidance to the team while serving as an escalation point that can deescalate situations
• Lead team renewal strategies, partnering with cross-functional teams like Sales, Marketing, and Finance to proactively plan renewals well in advance
• Work closely with the GTM teams (Sales, Pre-Sales, etc.) to align on strategies, forecasting, account plans, and expansion opportunities
• Share key insights about Forter’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction

What you’ll need:

• 8+ years of CS experience working with large enterprises on software solutions
• 4+ years of management experience as a CS team manager or leader
• Experience in a hypergrowth SaaS startup with a technical product
• Fraud, payments, professional services, and eCommerce experience is a bonus
• Strong management presence and leadership ability, with communication and interpersonal skills that motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning
• Excellent communication skills especially at the C-level. Past experience working with senior C-level executives both internally and externally
• Experience building exceptionally strong relationships with x-functional leaders. Sharing a clear vision for your team as well as enlisting internal support for initiatives
• Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
• Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
• Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems

About us:

Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve.  Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact. 

Trust is backed by data –  Forter is a recipient of over 10 workplace and i