Customer Success Director

Fortreum•Leesburg, VA

5d•$115,000 - $140,000

About The Position

Fortreum is a trusted leader in cloud and cybersecurity services, ranked in the Top 5 FedRAMP Third Party Assessment Organizations (3PAO). We provide independent, third-party and vendor-agnostic regulatory assessment and advisory services, coupled with advanced cybersecurity offensive and compliance technical services to our clients. Our comprehensive service portfolio includes regulatory compliance (FedRAMP, FISMA, SOC, ISO, HIPAA, CMMC, PCI) and technical security services (Penetration Testing, Red Teaming, Social Engineering, Attack Surface Analysis and others). Working with Fortune 500 companies and leading cloud service providers, we've built our reputation on our service-delivery excellence and unwavering commitment to client success. Our rapid growth creates exceptional opportunities for driven professionals to make their mark in the cybersecurity industry with a focus on our core values: Quality matters most Customer-driven mindset Autonomy to do your job Personal accountability/stewardship The Opportunity On our team, you will have the opportunity to work with industry-leading experts who've supported the world's biggest cloud providers. In this role, you will own the retention and expansion of an assigned portfolio of accounts. You will build and lead the Customer Success team, own the renewals and expansion quota across your book, and be directly accountable for NRR performance. This is a player-coach role at a high-growth professional services firm.

Requirements

6+ years in customer success, account management, or client services — at least 2 years in a leadership or team lead capacity
Demonstrated track record owning NRR or renewal quota in a B2B professional services
Fluency with board-level CS metrics: NRR, GRR, LTV:CAC, churn rate, expansion ARR
Experience managing a team of CSMs or account managers with individual performance ownership
Strong Salesforce skills — pipeline hygiene, forecasting, dashboards
Ability to run executive-level client conversations and QBRs independently
Comfort operating in a compliance-adjacent or technical services environment

Nice To Haves

Familiarity with cybersecurity, GRC, regulatory compliance (FedRAMP, CMMC, SOC, ISO, PCI)
Experience retaining clients through multi-year compliance programs
Background in professional services, audit, or advisory firms

Responsibilities

Quota & Revenue Renewal and expansion quota across your assigned account portfolio
Full accountability for NRR across your book
Expansion pipeline generation and close in partnership with the sales team
Team Hire, onboard, and develop Customer Success Managers
Define CSM coverage model, account prioritization, and playbooks
Set CSM performance targets and run weekly 1:1s and pipeline reviews
Operations Own the portfolio health scorecard and churn early warning system
Maintain Salesforce accuracy for all renewal and expansion opportunities
Report portfolio-level metrics to Sales and Revenue Operations on a recurring cadence
Own renewal cycles end-to-end: forecasting, negotiation & close
Identify and develop expansion opportunities across service lines (advisory, assessment, technical testing)
Run structured QBRs with clients, connecting compliance milestones to upsell triggers
Build and maintain account health scorecards using engagement signals, utilization data, and contract stage
Develop a CSM playbook covering onboarding, QBR cadence, risk escalation, and expansion plays
Partner with Sales and Delivery to align on client outcomes and scope changes
Represent the voice of the customer in product and service development conversations
Manage renewal and expansion pipeline in Salesforce with accurate stage, close date, and forecast category discipline
Identify churn signals early and drive proactive intervention before renewal windows open