Principal Customer Success Manager

As a Principal Customer Success Manager at Forter, you will play a crucial role in the Customer Success department. You will be responsible for building lasting relationships with clients, solving complex business challenges, and driving renewals and expansion. Your role will involve owning the end-to-end customer relationship, conducting executive business reviews, generating upsell opportunities, and ensuring customer satisfaction. Additionally, you will collaborate with internal teams to provide insights and contribute to the company's roadmap. This position requires a minimum of 8 years of relevant experience in client-facing Customer Success, excellent communication skills, and technical aptitude.

• Own the end-to-end customer relationship, from go-live through renewal, for largest and most strategic customers
• Enable client stakeholders on Forter's portal and technology, provide ongoing training and enablement
• Conduct executive business reviews to communicate Forter's value and impact to client executives
• Procure advocacy from clients in the form of reference calls, case studies, etc.
• Generate upsell opportunities by leveraging client relationships and knowledge of Forter's solution
• Own the retention number for the book of business and oversee the renewal process for expiring client contracts
• Share key insights about Forter's product and processes internally with the Product and leadership teams
• Direct client technical inquiries or troubleshooting questions to the Support team
• Maintain clean data within internal systems to ensure accurate information about the book of business

• Minimum 8 years of relevant experience post-live, client-facing Customer Success experience in a payments or fintech environment
• Excellent communication skills, especially at the C-level both internally and externally
• Proven ability to develop relationships with customer executives
• Demonstrated excellence at success planning across a large and complex book of business
• High fluency in technical topics for a non-technical operator
• Background in enterprise SaaS sales, program management, and SaaS startups (desired)
• Strong preference for professional working experience at enterprise SaaS businesses focusing on payments, fraud, or eCommerce (desired)

• Competitive salary and commission plan
• Private health insurance, including vision and dental coverage
• Stock options
• Generous PTO policy
• Half day Fridays, every Friday
• Work from home allowance