Director, Customer Success
About The Position
The Director of Customer Success will lead Forter’s AMER Customer Success team, which serves many of the company’s most strategic customers. The role is responsible for delivering customer value and satisfaction while owning renewals, gross and net revenue retention, and expansion discovery. The Director will develop a high-performing team, build strong relationships with client executives, address complex business challenges, and support the team’s professional growth. The position includes setting strategic plans to retain and grow the team’s book of business, leading renewal strategies, handling escalated client issues, and partnering with Sales, Marketing, Finance, Pre-Sales, Product, and other cross-functional teams on account plans, forecasting, renewals, and expansion opportunities. The Director will also share customer and operational insights with Product and company leadership to inform Forter’s roadmap.
Requirements
- 8+ years of Customer Success experience working with large enterprises on software solutions.
- 4+ years of management experience as a Customer Success team manager or leader.
- Experience in a hypergrowth SaaS startup with a technical product.
- Strong management presence and leadership ability, with communication and interpersonal skills that motivate leaders and teams.
- Demonstrated operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning.
- Excellent communication skills, especially at the C-level, and experience working with senior C-level executives internally and externally.
- Experience building strong relationships with cross-functional leaders, communicating a clear team vision, and enlisting internal support for initiatives.
- Ability to work in a fast-paced environment, drive initiatives autonomously, and gain buy-in from a wide range of stakeholders.
- Ability to break down ambiguous and nuanced problems into concrete, manageable components and develop effective solutions.
- Willingness to be hands-on and address complex operational problems.
Nice To Haves
- Experience in fraud, payments, professional services, or eCommerce.
Responsibilities
- Lead the AMER Customer Success team, including 3 line leaders and more than 20 individual contributors.
- Recruit and develop a high-performing team, helping leaders and CSMs meet their goals and prepare for career progression.
- Provide transformational leadership that motivates, supports, and engages the team, while serving as a role model and maximizing team members’ strengths.
- Own gross and net revenue retention for the team and build a strategic plan to retain and grow the book of business quarter after quarter.
- Handle escalated client issues with urgency, guide the team, and deescalate situations.
- Lead team renewal strategies and partner with Sales, Marketing, Finance, and other cross-functional teams to plan renewals proactively.
- Work with go-to-market teams, including Sales and Pre-Sales, to align on strategies, forecasting, account plans, and expansion opportunities.
- Share insights about Forter’s product and processes with Product and leadership teams to help inform the company roadmap.
- Build strong relationships with client executives and solve complex business challenges.
Benefits
- Competitive salary.
- Restricted Stock Units (RSUs).
- Matching 401(k) plan.
- Comprehensive health insurance, including vision and dental coverage.
- Home office allowance.
- Generous PTO policy.
- Half-day Fridays.
- Bonus and equity are included in the compensation package.
- Learning and development programs built around AI tools.
- A 4.5-day workweek, including Appreciation Fridays and Sundays.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
