Senior Manager, Customer Success

About the role:

The Customer Success department is the backbone of everything Forter does, and as Senior Manager of Customer Success you'll lead a team responsible for our Strategic and Enterprise+ customers, our largest, most strategic logos. Forter's CS model is growth-focused and outcome-driven: your team doesn't just retain revenue, they own its expansion.

You'll build and coach a team that runs disciplined success planning, MEDDPICC-driven discovery, and executive-level business reviews, while independently owning team performance, talent development, and escalations with minimal oversight. In this role you'll lead a world-class team, build lasting relationships with client executives, and help shape Forter's CS fundamentals company-wide.

What you’ll be doing:

• Lead a world-class team of CSMs covering our Strategic and Enterprise+ segments ($1M+ ARR, handpicked strategic logos), owning GRR/NDR and driving rigorous renewal forecasting that surfaces risk and churn exposure well ahead of renewal dates
• Coach your team on Forter's CS fundamentals (Success Planning, Account Planning, MEDDPICC-driven discovery, whitespace analysis) to build a durable expansion pipeline
• Own escalated client issues with urgency, and lead or support Executive Business Reviews and strategic alignment conversations with client executives on your top accounts
• Recruit, develop, and retain a high-performing team; proactively identify performance gaps and build documented, individualized coaching plans
• Partner with GTM teams (Sales, Pre-Sales, Marketing, Finance) on renewal strategy, forecasting, account plans, and expansion opportunities, and share insights on product and customer trends with Product and leadership
• Lead in a way that keeps the team motivated, supported, and engaged

What you’ll need:

• 8-10+ years of CS experience with large enterprise customers on technical software solutions, including 3+ years managing a Strategic or Enterprise+ segment, with accounts at or above $1M ACV
• Track record of net revenue retention as a primary KPI, consistently beating >100% target
• Mastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC (or a comparable methodology), whitespace/expansion analysis, and running structured renewal forecasting, QBR, and EBR processes
• Experience in a hyper-growth SaaS startup with a technical product; fraud, payments, professional services, or eCommerce experience is a strong bonus
• Proven ability to coach under-performers and grow high-potential talent, with documented development plans as evidence, backed by excellent communication and executive presence and a track record of building relationships with client C-level executives and internal senior leaders
• Ability to operate with a high degree of autonomy, driving initiatives and building consensus without formal authority, and willingness to get into the details on complex operational and commercial problems

Benefits:

• Competitive salary
• Restricted Stock Units (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 embrace a hybrid work model that blends in-person connection with the flexibility of remote work. Team members based near our key hubs are expected to work from the office at least three days per week. We believe that regular face-to-face collaboration fuels professional development, strengthens our culture, and builds the relationships that help teams thrive.

Salary Range:

$162,000 - $200,000 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.