Senior Manager of Customer Success

Join Forter, a leading fraud prevention platform, as the Senior Manager of Customer Success. In this role, you will lead a team responsible for our Strategic and Enterprise+ customers, focusing on revenue expansion and client retention. You will coach your team on customer success fundamentals, own escalated client issues, and partner with various teams to drive renewal strategy and account plans. This position offers a high degree of autonomy, the opportunity to build lasting relationships with client executives, and the chance to shape Forter's customer success fundamentals company-wide.

• Lead and manage a team responsible for the success and expansion of Strategic and Enterprise+ customers, ensuring high levels of customer satisfaction and retention.
• Develop and implement success planning, account planning, and renewal forecasting strategies to drive revenue growth and minimize churn.
• Collaborate with cross-functional teams to align on renewal strategy, account plans, and expansion opportunities, and share insights on product and customer trends.

• 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 problems
• Mastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC (or a comparable methodology), whitespace/expansion analysis, and running structured renewal forecasting, QBR, and EBR processes
• 8-10+ 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 ACV
• Proven 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 leaders
• Track record of net revenue retention as a primary KPI, consistently beating >100% target
• Experience in a hyper-growth SaaS startup with a technical product; fraud, payments, professional services, or eCommerce experience is a strong bonus