Forter Customer Success Manager 

Canada, Ontario, Toronto 

677840800

What you’ll be doing:

• Enable a variety of client stakeholders on Forter’s portal and technology close to the account going live. Run ongoing training and enablement for clients as well.
• Quarterback high impact engagements, particularly monthly and quarterly business reviews to communicate Forter’s performance and value to client executives
• Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters
• Leverage your client relationships and knowledge of Forter’s solution to generate upsell opportunities that you will collaborate with the Sales team on
• Own the retention number for your book of business and oversee the renewal process for expiring client contracts
• Share key insights about Forter’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction
• Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience
• Maintain clean data within our internal systems to ensure that both you and Forter’s leadership team have the most accurate info possible about the book of business

What you’ll need:

• 3-4 years of post-live, client-facing Customer Success experience
• Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company’s solution
• Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan
• Experience collaborating with your internal Product, R&D, and/or operations team to understand client needs and communicate product feedback
• Experience enabling and training your clients on how to use your company’s UX both initially and on an ongoing basis
• Experience in a SaaS startup environment, and in either the payments, fraud, or finance industry is a bonus
• Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
• Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
• Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems

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)
• in NYC (2022)
• #3 on of “Most Innovative Finance Companies” (2022)
• Forbes Cloud 100 (2021, )
• SAP Pinnacle Awards “ ” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Benefits:

• Competitive salary
• RSUs
• Matching 401K Plan
• Comprehensive and generous health insurance, including vision and dental coverage
• Home office allowance
• Generous PTO policy
• Half day Fridays