Principal Customer Success Manager
Posted Updated
Description
- The Customer Success department is the backbone of Forter. As a Principal CSM, you are a key commercial lead responsible for the health, retention, and growth of our strategic accounts
- We put a great deal of faith in our CSMs, who own not only customer satisfaction but also renewals, expansion, and strategic ROI. In this role, you’ll build lasting executive relationships and solve complex business challenges, developing the commercial and technical skills that will be the cornerstone of your future career
- Own the Renewal Lifecycle: Act as the primary commercial owner for your book of business, managing the end-to- end renewal process and hitting retention targets
- Drive Net Revenue Growth: Identify and qualify upsell opportunities within your accounts, collaborating with Sales to expand Forter’s footprint
- Quarterback Executive Value: Lead MBRs and QBRs to communicate Forter’s performance, ROI, and strategic impact to client stakeholders
- Strategic Advocacy: Convert client success into commercial momentum by securing references and case studies that serve as sales accelerators
- Product & Roadmap Influence: Translate client business needs into actionable insights for our Product and leadership teams to help shape the company roadmap
- Data Hygiene: Maintain accurate data within internal systems to ensure leadership has real-time visibility into the commercial health of your portfolio
Benefits
- Vision & Dental Benefits
- Fitness Subsidies
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
- High Agency: Trusted to drive initiatives autonomously and gain buy-in from a wide collection of internal and external stakeholders
- Commercial Acumen: Experience leading executive-level business reviews focused on ROI, budgets, and long-term contract value
- Industry Context: Experience in a SaaS startup; background in payments, fraud, or fintech is a significant bonus
- 7+ years of post-live, client-facing CS experience with a proven track record of managing renewals and hitting retention targets
- Strategic Planning: Ability to communicate client objectives to internal leadership to execute high-impact account strategies
- Problem-Solving Grit: Ability to break down ambiguous problems into concrete solutions and a willingness to get “in the weeds” to solve operational issues
- 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