Forter - Principal Customer Success Manager
Requirements
• 7+ years of post-live, client-facing CS experience with a proven track record of managing renewals and hitting retention targets. • 7+ years of post-live, client-facing CS experience • Commercial Acumen: Experience leading executive-level business reviews focused on ROI, budgets, and long-term contract value. • Commercial Acumen: • Strategic Planning: Ability to communicate client objectives to internal leadership to execute high-impact account strategies. • Strategic Planning: • Industry Context: Experience in a SaaS startup; background in payments, fraud, or fintech is a significant bonus. • Industry Context: • Problem-Solving Grit: Ability to break down ambiguous problems into concrete solutions and a willingness to get "in the weeds" to solve operational issues. • Problem-Solving Grit: • High Agency: Trusted to drive initiatives autonomously and gain buy-in from a wide collection of internal and external stakeholders. • High Agency:
Responsibilities
• 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. • Own the Renewal Lifecycle: • Drive Net Revenue Growth: Identify and qualify upsell opportunities within your accounts, collaborating with Sales to expand Forter’s footprint. • Drive Net Revenue Growth: • Quarterback Executive Value: Lead MBRs and QBRs to communicate Forter’s performance, ROI, and strategic impact to client stakeholders. • Quarterback Executive Value: • Strategic Advocacy: Convert client success into commercial momentum by securing references and case studies that serve as sales accelerators. • Strategic Advocacy: • Product & Roadmap Influence: Translate client business needs into actionable insights for our Product and leadership teams to help shape the company roadmap. • Product & Roadmap Influence: • Data Hygiene: Maintain accurate data within internal systems to ensure leadership has real-time visibility into the commercial health of your portfolio. • Data Hygiene:
Benefits
• Competitive salary and bonus plan • Restricted Stock Units (RSU's) • Private health insurance, including vision and dental coverage • Generous PTO policy • Half day Fridays, every Friday • 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, 2025) • Fortune’s Best Workplaces in NYC (2022, 2023, 2024 and 2025) • Forbes Cloud 100 (2021, 2022, 2023, 2024 and 2025) • Anti-Fraud Solution of the Year at the Payments Awards (2024) • 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.
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