Principal Customer Success Manager @Forter

Overview

The Customer Success department is the backbone of Forter. As a Principal Customer Success Manager, the individual will be a key commercial lead responsible for the health, retention, and growth of strategic accounts, managing customer satisfaction, renewals, expansion, and strategic ROI.

Key Responsibilities

• Own the Renewal Lifecycle: Manage the end-to-end renewal process and hit retention targets.
• Drive Net Revenue Growth: Identify and qualify upsell opportunities, collaborating with Sales.
• Quarterback Executive Value: Lead MBRs and QBRs to communicate Forter’s performance and strategic impact.
• Strategic Advocacy: Convert client success into commercial momentum through securing references and case studies.
• Product & Roadmap Influence: Translate client business needs into actionable insights for Product and leadership teams.
• Data Hygiene: Maintain accurate data within internal systems to ensure visibility into commercial health.

Requirements

• 7+ years of client-facing Customer Success experience with a track record of managing renewals.
• Commercial Acumen: Experience leading executive-level business reviews focused on ROI and budgets.
• Strategic Planning: Communicate client objectives to internal leadership for high-impact account strategies.
• Industry Context: Experience in a SaaS startup; background in payments, fraud, or fintech is a bonus.
• Problem-Solving Grit: Ability to break down complex problems and solve operational issues.
• High Agency: Drive initiatives autonomously and gain buy-in from stakeholders.

Benefits

• Competitive salary and bonus plan.
• Restricted Stock Units (RSUs).
• Private health insurance including vision and dental coverage.
• Generous PTO policy.
• Half-day Fridays, every Friday.

Location

This position is hybrid, with team members expected to work from the office at least three days per week. The current office is located in London, United Kingdom.

How to Apply

To apply, please submit your application through the [Forter careers page](https://forter.com/careers).