Customer Success Manager

About the role:

The Customer Success team is a key part of Forter’s go-to-market approach, responsible for managing the entire post-sales lifecycle for our customer base. As Forter’s innovative technology continues to lead the market, our Customer Success Managers (CSMs) work closely with customer teams to help them fully realize the value and potential of our solutions. We place a high degree of trust in our CSMs, who are instrumental not only for driving customer satisfaction, but also for renewals, expansion, and strategic insights.  In this role, you will cultivate enduring relationships with executive-level clients, tackle complex business challenges, and elevate partnerships to ensure customers are supported at every stage of their journey.

This position is based in New York City, New York.

What you’ll be doing:

• Collaborate closely with sales and a cross-functional team to own customer renewals and achieve best-in-class gross and net retention targets across a 7-figure book of business
• Quarterback high impact engagements, including regular business reviews to showcase Forter’s value to client executives and drive renewals and expansions
• Cultivate and maintain a trusted advisor status with key customer stakeholders & executive sponsors
• Demonstrate a comprehensive understanding and alignment with the customer’s  business goals, expectations, and challenges
• Act as the internal customer advocate
• Secure client advocacy through reference calls, case studies, etc that act as sales accelerators and turn customers into active promoters.
• Enable client stakeholders on Forter’s platform and technology prior to account go-live; provide ongoing training and support.
• Share key insights on Forter’s product and processes internally with our Product and leadership teams, helping to guide the company roadmap
• Serve as a source of industry best practices, thought leadership, and trends, most notably with customer executive stakeholders
• Direct technical inquiries to the Support team and assist as needed to ensure a positive customer experience.
• Maintain clean data within our internal systems, ensuring both you and Forter’s leadership team have accurate information about your book of business

What you’ll need:

• 4+ years experience in customer success or similar customer-facing role, managing relationships with multi-faceted and complex organizations, with a focus on technical products (management consulting, account management, etc)
• Proven success driving renewals and upsells in a SaaS or subscription-based business
• Demonstrated success leading recurring meetings with executive leadership, including regular business reviews where there is a strong emphasis on values and ROI
• Exceptional relationship management, including a proven track record of maintaining and growing relationships at an executive level
• Proven track record of maintaining and growing relationships with external stakeholders
• Experience synthesizing customer and partnership goals into strategic plans, and communication of objectives to both internal and external leadership
• Track record of cross-functional collaboration with internal Product, R&D, and/or operations teams to prioritize and translate client needs and communicate product feedback
• Experience directly enabling and training clients on how to use your company’s tool/UX in a value-led manner
• Motivation and adaptability to operate within a fast-paced, high-growth SaaS startup environment, and be trusted to drive initiatives autonomously that require 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
• Exceptional communication and negotiation skills, with the ability to influence and persuade stakeholders at all organizational levels.
• Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems
• Background in payments, fraud, or finance industry is a bonus

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 acro