Customer Success Manager

Описание вакансии

About the role:

The Customer Success team is a key part of Forter’s go-to-market approach, responsible for managing the entire post-sales lifecycle for our customer base. As Forter’s innovative technology continues to lead the market, our Customer Success Managers (CSMs) work closely with customer teams to help them fully realize the value and potential of our solutions. We place a high degree of trust in our CSMs, who are instrumental not only for driving customer satisfaction, but also for renewals, expansion, and strategic insights.  In this role, you will cultivate enduring relationships with executive-level clients, tackle complex business challenges, and elevate partnerships to ensure customers are supported at every stage of their journey.

This position can be based in New York City or Denver.

What you’ll be doing:

• Collaborate closely with sales and a cross-functional team to own customer renewals and achieve best-in-class gross and net retention targets across a 7-figure book of business
• Quarterback high impact engagements, including regular business reviews to showcase Forter’s value to client executives and drive renewals and expansions
• Cultivate and maintain a trusted advisor status with key customer stakeholders & executive sponsors
• Demonstrate a comprehensive understanding and alignment with the customer’s  business goals, expectations, and challenges
• Act as the internal customer advocate
• Secure client advocacy through reference calls, case studies, etc that act as sales accelerators and turn customers into active promoters.
• Enable client stakeholders on Forter’s platform and technology prior to account go-live; provide ongoing training and support.
• Share key insights on Forter’s product and processes internally with our Product and leadership teams, helping to guide the company roadmap
• Serve as a source of industry best practices, thought leadership, and trends, most notably with customer executive stakeholders
• Direct technical inquiries to the Support team and assist as needed to ensure a positive customer experience.
• Maintain clean data within our internal systems, ensuring both you and Forter’s leadership team have accurate information about your book of business

What you’ll need:

• 3+ years experience in customer success or similar customer-facing role, managing relationships with multi-faceted and complex organizations, with a focus on technical products (management consulting, account management, etc)
• Proven success driving renewals and upsells in a SaaS or subscription-based business
• Demonstrated success leading recurring meetings with executive leadership, including regular business reviews where there is a strong emphasis on values and ROI
• Experience with relationship management, including a proven track record of maintaining and growing relationships at an executive level
• Proven track record of maintaining and growing relationships with external stakeholders
• Experience synthesizing customer and partnership goals into strategic plans, and communication of objectives to both internal and external leadership
• Track record of cross-functional collaboration with internal Product, R&D, and/or operations teams to prioritize and translate client needs and communicate product feedback
• Experience directly enabling and training clients on how to use your company’s tool/UX in a value-led manner
• Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
• Clear communication and negotiation skills, with the ability to influence and persuade stakeholders at all organizational levels.
• Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problem

About us:

Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve.  Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact. 

Trust is backed by data –  Forter is a recipient of over 10 workplace and innovation awards, including:

• Great Place to Work Certification (2021, 2022, 2023, 2024)
• Fortune’s Best Workplaces in NYC (2022, 2023 and 2024)
• Forbes Cloud 100 (2021, 2022, 2023 and 2024)
• #3 on Fast Company’s list of “Most Innovative Finance Companies” (2022)
• Anti-Fraud Solution of the Year at the Payments Awards (2024)
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Life as a Forterian:

We are a team of over 600 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Adobe, ASOS, eBay, Instacart, Priceline and Nordstrom can block fraud, drive revenue and improve customer experience.

At Forter, we believe unique people create unique ideas, and valuable experience comes in many forms. So, even if your background doesn't match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives, we grow together as humans and as a company.

Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.

If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@forter.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Benefits:

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

Hybrid work:

At Forter, we have embraced a hybrid work model that combines the benefits of in-office collaboration with the flexibility of remote work. As part of this exciting approach, Team members are invited to work from the office at least 2 days per week. Within these two days, we encourage employees to join each week, for a department Team Day and for a Hub Day within each office. Your recruiter will share the specifics of these days.

Our hope is that a balance of in-person collaboration will aid massively in employee professional growth, development and relationship-building.

\*Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes.

Salary Range: $100,000 - $125,000 annually + bonus + equity + benefits

The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.

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