Senior Customer Success Manager, Strategic Accounts

About the role:

The Customer Success department is the backbone of everything Forter does, and as a Senior Customer Success Manager, you’ll be a key addition to that team. Forter’s technology is on the cutting edge, and as such, the Customer Success team is in an exciting position to show customers how to benefit from that value. Unlike Customer Success at some companies where you may feel like a middle-man, Forter strives for more. We put a great deal of faith in our CSMs who are responsible not only for customer satisfaction, but also for renewals, expansion, and providing strategic insights. In this role you’ll build lasting relationships with client executives, solve complex business challenges, and grow partnerships, all while developing business, technical, and relationship skills that’ll be the cornerstone of your future career.

What you’ll be doing:

• Own the end to end customer relationship, from go-live through renewal, for our largest and most strategic customers while executing a success plan for each
• Enable a variety of client stakeholders on Forter’s portal and technology close to the account going live. After, go-live, run ongoing training and enablement for clients
• Quarterback high impact engagements, particularly executive business reviews to communicate Forter’s value and impact to client executives
• Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters
• Leverage your client relationships and knowledge of Forter’s solution to generate upsell opportunities that you will collaborate with the Sales team on
• Own the retention number for your book of business and oversee the renewal process for expiring client contracts
• 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
• Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience
• Maintain clean data within our internal systems to ensure that both you and Forter’s leadership team have the most accurate info possible about the book of business
  

What you'll need:

• Required Education and Experience: Bachelor's Degree and a minimum 6 years of relevant experience post-live, client-facing Customer Success experience where you managed large, strategic, and complex accounts.
• Executive Relationships: Excellent communication skills, especially at the C-level both internally and externally. Proven ability to develop relationships with customer executives while working with stakeholders on account objectives and engagements
• Program Management: Demonstrated excellence at success planning across a large and complex book of business. Experience building successful account plans to retain and grow your customers while showing urgency when reacting to problems.
• Technical Aptitude: High fluency in technical topics for a non-technical operator. Not afraid to roll your sleeves up and get in the weeds while understanding complex technical concepts. Known as the best product expert on your past CS teams.
• Expansion Discovery: Proven track record of landing and expanding large strategic accounts in your book of business. You have a nose for discovering and qualifying upsells and cross-sells. Experience with an upsell or revenue quota preferred.

It's be really cool if you also have:

• Industry-Relevant Experience: Background in enterprise SaaS sales, program management, and SaaS startups. Strong preference for professional working experience at enterprise SaaS businesses focusing on payments, fraud, or eCommerce.

Benefits:

• Competitive salary 
• Matching 401K Plan 
• Comprehensive and generous health insurance, including vision and dental coverage Stock options 
• Generous PTO policy 
• Half day Fridays

Salary Range: $135,000 - $167,000 annually + bonus + equity + benefits
The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.

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 accel