Job Application for Senior Customer Success Manager at Forter

New

About the role:

The Customer Success department is the backbone of everything Forter does, and as Senior Customer Success Manager, you’ll be a key addition to that team. Forter’s technology is on the cutting edge, and as such, the Customer Success team is in an exciting position to show customers how to benefit from that value. We put a great deal of faith in our CSMs who are responsible not only for customer satisfaction, but also for renewals, expansion, and providing strategic insights. In this role you’ll build lasting relationships with client executives, solve complex business challenges, and grow partnerships, all while developing business, technical, and relationship skills that’ll be the cornerstone of your future career.

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:

5+ 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

Benefits:

Competitive salary and bonus plan
Restricted Stock Units (RSU's)
Private health insurance, including vision and dental coverage
Generous PTO policy
Half day Fridays, every Friday

About us:

Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve. Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.

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 2024)
Forbes Cloud 100 (2021, 2022, 2023 and 2024)
#3 on Fast Company’s list of “Most Innovative Finance Companies” (2022)
Anti-Fraud Solution of the Year at the Payments Awards (2024)
SAP Pinnacle Awards “New Partner Application Award” (2023)
Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Life as a Forterian:

We are a team of over 500 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Nordstrom, Priceline, Instacart and ASOS can block fraud, drive revenue and improve customer experience.

At Forter, we believe unique people create unique ideas, and valuable experience comes in many forms. So, even if your background doesn't match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives, we grow together as humans and as a company.

Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.

If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@forter.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Hybrid work:

At Forter, we have embraced a hybrid work model that combines the benefits of in-office collaboration with the flexibility of remote work. As part of this exciting approach, Team members are invited to work from the office at least 2 days per week. Within these two days, we encourage employees to join each week, for a department Team Day and for a Hub Day within each office. Your recruiter will share the specifics of these days.

Our hope is that a balance of in-person collaboration will aid massively in employee professional growth, development and relationship-building.

Forter's Applicant Privacy Policy

Create a Job Alert

Interested in building your career at Forter? Get future opportunities sent straight to your email.

Create alert

First Name

Last Name

Phone

Location (City)

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Visa Sponsorship

Select...

Will you require visa sponsorship now or in the future?

How did you hear about this job?

Select...

When you apply to a job on this site, the personal data contained in your application will be collected by [Forter Solutions UK Ltd]. (“Controller”), which is located at [30 Old Bailey London EC4M 7AU] and can be contacted by emailing [hr@forter.com]. Controller’s data protection officer is [Scott Buell] who can be contacted at [privacy@forter.com]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under [the standard contractual clauses]. You can obtain a copy of the standard contractual clauses by contacting us at [privacy@forter.com]. Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

Select...

Lastly, please review our Job Applicant Privacy Policy in order to further understand the data that Forter collects about you, how we use it and your rights in relation to such data.

Senior Customer Success Manager

Apply for this job