Forter Senior Manager Customer Success 

United States, New York, New York 

755622656

About the role:

This position must be based in New York, Denver or Toronto.

What you’ll be doing:

• Lead a world class team of roughly 7 CSMs in the AMER region, covering our customers in the Strategic and Enterprise+ segments
• Recruit and develop a high performing team, helping uplevel our CSMs to meet their goals while preparing them for the next steps in their careers
• Deliver transformational leadership so the team is highly motivated, supported, and engaged. Be a role model and maximize the strengths of your team
• Own the gross and net revenue retention number for your team, building a strategic plan to retain and grow your book of business quarter after quarter
• Independently handle escalated client issues with urgency, providing guidance to the team while serving as an escalation point that can deescalate situations
• Lead team renewal strategies, partnering with cross-functional teams like Sales, Marketing, and Finance to proactively plan renewals well in advance
• Work closely with the GTM teams (Sales, Pre-Sales, etc.) to align on strategies, forecasting, account plans, and expansion opportunities
• 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

What you’ll need:

• 8+ years of CS experience working with large enterprises on software solutions
• 4+ years of management experience as a CS team manager or leader
• Experience in a hypergrowth SaaS startup with a technical product
• Fraud, payments, professional services, and eCommerce experience is a bonus
• Strong management presence and leadership ability, with communication and interpersonal skills that motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning
• Excellent communication skills especially at the C-level. Past experience working with senior C-level executives both internally and externally
• Experience building exceptionally strong relationships with x-functional leaders. Sharing a clear vision for your team as well as enlisting internal support for initiatives
• 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

Salary Range: $153,000.00 - 190,000.00 USD annually + bonus + equity + benefits - US
Salary Range: $142,000.00 - 193,000.00 CAD annually + bonus + equity + benefits - Canada