Forter Customer Success Manager 

United States, Colorado, Denver 

196497748

What you’ll be doing:

• Collaborate closely with sales and a cross-functional team to own customer renewals and achieve best-in-class gross and net retention targets across a 7-figure book of business
• Quarterback high impact engagements, including regular business reviews to showcase Forter’s value to client executives and drive renewals and expansions
• Cultivate and maintain a trusted advisor status with key customer stakeholders & executive sponsors
• Demonstrate a comprehensive understanding and alignment with the customer’s business goals, expectations, and challenges
• Act as the internal customer advocate
• Secure client advocacy through reference calls, case studies, etc that act as sales accelerators and turn customers into active promoters.
• Enable client stakeholders on Forter’s platform and technology prior to account go-live; provide ongoing training and support.
• Share key insights on Forter’s product and processes internally with our Product and leadership teams, helping to guide the company roadmap
• Serve as a source of industry best practices, thought leadership, and trends, most notably with customer executive stakeholders
• Direct technical inquiries to the Support team and assist as needed to ensure a positive customer experience.
• Maintain clean data within our internal systems, ensuring both you and Forter’s leadership team have accurate information about your book of business

What you’ll need:

• 4+ years experience in customer success or similar customer-facing role, managing relationships with multi-faceted and complex organizations, with a focus on technical products (management consulting, account management, etc)
• Proven success driving renewals and upsells in a SaaS or subscription-based business
• Demonstrated success leading recurring meetings with executive leadership, including regular business reviews where there is a strong emphasis on values and ROI
• Exceptional relationship management, including a proven track record of maintaining and growing relationships at an executive level
• Proven track record of maintaining and growing relationships with external stakeholders
• Experience synthesizing customer and partnership goals into strategic plans, and communication of objectives to both internal and external leadership
• Track record of cross-functional collaboration with internal Product, R&D, and/or operations teams to prioritize and translate client needs and communicate product feedback
• Experience directly enabling and training clients on how to use your company’s tool/UX in a value-led manner
• Motivation and adaptability to operate within a fast-paced, high-growth SaaS startup environment, and be trusted to drive initiatives autonomously that require 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
• Exceptional communication and negotiation skills, with the ability to influence and persuade stakeholders at all organizational levels.
• Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems
• Background in payments, fraud, or finance industry is a bonus

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, )
• Fortune’s Best Workplaces in NYC (2022, 2023 and )
• Forbes Cloud 100 (2021, 2022, 2023 and )
• #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
• Anti-Fraud Solution of the Year at the Payments Awards ( )
• SAP Pinnacle Awards “New Partner Application Award” (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:+ bonus + equity + benefits