Principal Customer Success Manager – Public Sector

Problem Solvers. Proactive Protectors. Relentless Allies.

Ready to join us? Let's get started. 

The Principal Customer Success Manager (CSM) is responsible for managing a portfolio of high-value, strategic customers, building, and maintaining strong, long-term business relationships. As the trusted advisor, the Principal CSM builds relationships with all customer stakeholders (up to the CXO level) and ensures customers derive tangible value from the company’s solutions. Principal CSMs in this role are seasoned, consultative business advisors who bring solution expertise and ensure the adoption of the most appropriate products, services, and strategies to help customers achieve and expand upon their desired outcomes.Throughout the Fortra customer lifecycle, the Principal CSM acts as the customers advocate. They work closely with customers to identify business challenges and opportunities, proposing tailored Fortra solutions. By fostering strong executive-level relationships, the Principal CSM gains deep insights into customers' industries, businesses, and operations, positioning themselves as a trusted advisor. They manage customer escalations, share market trends and key insights, and proactively present opportunities to introduce innovative technologies and services to support customers' evolving business needs.

WHAT YOU'LL DO

• Cybersecurity Knowledge: Maintains a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests.
• Solution Expertise: Provides expert guidance on product capabilities, ensuring solutions are customized to fit customer-specific needs and industry requirements. Prescribes the adoption and use of product features, functionality, and services to help customers achieve their desired outcome goals.
• Value Communication: Clearly articulates the return on investment (ROI) and long-term business impact of the company’s solutions to help customers achieve their strategic objectives.
• Customer Journey Management: Establishes and manages the customer journey, ensuring each phase—from onboarding to renewal—drives satisfaction, adoption, and retention. Understands customers' business drivers and success criteria to develop and advise on tailored Customer Success Plans.
• Data Analysis and Insights: Develops strategic recommendations based on comprehensive data insights, identifying trends, risks, and opportunities to improve and enhance customer outcomes, guide and influence decision-making and advance customer success strategies.
• Action Plan Execution: Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.
• Customer Health Ownership: Maintains high customer retention and recurring revenue retention rates. Manages customer satisfaction, ensuring an exceptional customer experience throughout the customer Creates and maintains referenceable and healthy customers while establishing and maintaining executive-level customer relationships.
• Stakeholder Management: Fosters strong relationships across customer organizations, collaborating with stakeholders from frontline teams to executive leadership to align company solutions with customer goals. Partners with executive-level customers to identify business challenges and develop tailored solutions by promoting Fortra offerings. Works closely with Sales Engineers and Account Executives to design solutions, create account plans, and identify cross-selling opportunities within Fortra’s portfolio to meet performance and revenue targets.
• Customer Outcome Focus: Ensures customer success by aligning product value with desired business outcomes, fostering long-term partnerships and customer advocacy.
• Communication Skills: Delivers clear, impactful presentations tailored to various audiences, ensuring complex topics are understood by both technical and non-technical stakeholders. Actively participates in diagnosing and resolving escalated customer concerns, serving as the leadership focal point for communication of outcomes and troubleshooting in critical situations.
• Empathy and Engagement: Manages complex customer relationships with empathy, engaging customers on a personal level to better understand their needs and provide timely solutions. Develops and maintains strong relationships with assigned customers, gaining insight into their industry, business, and operations, and serving as a trusted advisor to key influencers and decision-makers.
• Sense of Urgency: Prioritizes customer needs and responds