Senior Customer Success Manager @Forter

Overview

The role of Senior Customer Success Manager at Forter involves being a key commercial lead responsible for the health, retention, and growth of strategic accounts. The Customer Success department is pivotal to the company's operations, emphasizing customer satisfaction, renewals, expansion, and strategic ROI.

Key Responsibilities

• Own the Renewal Lifecycle: Manage the end-to-end renewal process for your accounts and hit retention targets.
• Drive Net Revenue Growth: Identify upsell opportunities and collaborate with Sales to expand Forter's footprint.
• Quarterback Executive Value: Lead MBRs and QBRs to communicate performance and strategic impact to client stakeholders.
• Strategic Advocacy: Convert client success into commercial momentum through references and case studies.
• Product & Roadmap Influence: Translate client needs into actionable insights for the Product and leadership teams.
• Data Hygiene: Maintain accurate internal data for visibility into the health of your portfolio.

Requirements

• 5+ years of post-live, client-facing Customer Success experience with a proven track record of managing renewals.
• Commercial Acumen: Experience leading executive-level business reviews focused on ROI and budgets.
• Strategic Planning: Ability to communicate client objectives for impactful account strategies.
• Industry Context: Experience in a SaaS startup; background in payments, fraud, or fintech is a bonus.
• Problem-Solving Grit: Ability to tackle ambiguous problems and operational issues.
• High Agency: Trusted to 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 is a remote role within the United Kingdom.

How to Apply

Please submit your application through the company's career page.