Senior Manager of Customer Success

The Customer Success department is the backbone of everything Forter does, and as Senior Manager of Customer Success you’ll lead a team responsible for our Strategic and Enterprise+ customers, our largest, most strategic logos. Forter’s CS model is growth-focused and outcome-driven: your team doesn’t just retain revenue, they own its expansion You’ll build and coach a team that runs disciplined success planning, MEDDPICC-driven discovery, and executive-level business reviews, while independently owning team performance, talent development, and escalations with minimal oversight In this role you’ll lead a world-class team, build lasting relationships with client executives, and help shape Forter’s CS fundamentals company-wide Lead a world-class team of CSMs covering our Strategic and Enterprise+ segments ($1M+ ARR, handpicked strategic logos), owning GRR/NDR and driving rigorous renewal forecasting that surfaces risk and churn exposure well ahead of renewal dates Coach your team on Forter’s CS fundamentals (Success Planning, Account Planning, MEDDPICC-driven discovery, whitespace analysis) to build a durable expansion pipeline Own escalated client issues with urgency, and lead or support Executive Business Reviews and strategic alignment conversations with client executives on your top accounts Recruit, develop, and retain a high-performing team; proactively identify performance gaps and build documented, individualized coaching plans Partner with GTM teams (Sales, Pre-Sales, Marketing, Finance) on renewal strategy, forecasting, account plans, and expansion opportunities, and share insights on product and customer trends with Product and leadership Lead in a way that keeps the team motivated, supported, and engaged Benefits Vision & Dental Benefits Fitness Subsidies 25 days holiday (excl. bank holidays) Work from home opportunities Health insurance Ability to operate with a high degree of autonomy, driving initiatives and building consensus without formal authority, and willingness to get into the details on complex operational and commercial problemsMastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC (or a comparable methodology), whitespace/expansion analysis, and running structured renewal forecasting, QBR, and EBR processes8-10+ years of CS experience with large enterprise customers on technical software solutions, including 3+ years managing a Strategic or Enterprise+ segment, with accounts at or above $1M ACVProven ability to coach under-performers and grow high-potential talent, with documented development plans as evidence, backed by excellent communication and executive presence and a track record of building relationships with client C-level executives and internal senior leadersTrack record of net revenue retention as a primary KPI, consistently beating >100% targetExperience in a hyper-growth SaaS startup with a technical product; fraud, payments, professional services, or eCommerce experience is a strong bonus #J-18808-Ljbffr Forter