Senior Customer Success Manager

Forter • Denver, CO

37d • Hybrid

About The Position

The Customer Success department is the backbone of everything Forter does, and as a Senior Customer Success Manager, you’ll be a key addition to that team. Forter’s technology is on the cutting edge, and as such, the Customer Success team is in an exciting position to show customers how to benefit from that value. We put a great deal of faith in our CSMs who are responsible not only for customer satisfaction, but also for renewals, expansion, and providing strategic insights. In this role you’ll build lasting relationships with client executives, solve complex business challenges, and grow partnerships, all while developing business, technical, and relationship skills that’ll be the cornerstone of your future career.
This position must be based in New York or Denver and follows a hybrid model.

Requirements

• Experience: minimum 5 years of relevant experience post-live, client-facing Customer Success experience where you managed large, strategic, and complex accounts.
• Executive Relationships: Excellent communication skills, especially at the C-level both internally and externally. Proven ability to develop relationships with customer executives while working with stakeholders on account objectives and engagements
• Program Management: Demonstrated excellence at success planning across a large and complex book of business. Experience building successful account plans to retain and grow your customers while showing urgency when reacting to problems.
• Technical Aptitude: High fluency in technical topics for a non-technical operator. Not afraid to roll your sleeves up and get in the weeds while understanding complex technical concepts. Known as the best product expert on your past CS teams.
• Expansion Discovery: Proven track record of landing and expanding large strategic accounts in your book of business. You have a nose for discovering and qualifying upsells and cross-sells. Experience with an upsell or revenue quota preferred.

Nice To Haves

• Industry-Relevant Experience: Background in enterprise SaaS sales, program management, and SaaS startups. Strong preference for professional working experience at enterprise SaaS businesses focusing on payments, fraud, or eCommerce.

Responsibilities

• Own the end-to-end customer relationship for our largest and most strategic clients, executing a success plan and driving outcomes to turn partners into active promoters for Forter.
• Serve as the primary advisor for your book of business, leading high-impact engagements, particularly Executive Business Reviews, to communicate Forter’s value and impact to client stakeholders.
• Strategically own the commercial relationship, including the retention number for your book of business and generating upsell opportunities in collaboration with the Sales team.
• Drive product adoption and value realization through ongoing client training, enablement, and by sharing key product insights internally to influence the company roadmap.
• Ensure a positive customer experience by directing technical inquiries and troubleshooting to our Support team and providing necessary assistance.
• Maintain accurate and comprehensive data within internal systems to provide clear visibility into the health and commercial outlook of the book of business for both the CSM and leadership.

Benefits

• Competitive salary
• Stock options
• Matching 401K Plan
• Comprehensive and generous health insurance, including vision and dental coverage
• Home office allowance
• Generous PTO policy
• Half day Fridays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed