Back to jobs
New

Customer Success Manager

United States

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more! 

At Fortra, we’re breaking the attack chain. Ready to join us? 

THE ROLE

The Customer Success Manager (CSM) plays a critical role in driving customer adoption, retention, and growth by ensuring customers maximize the value of the company's solutions. The CSM serves as a trusted advisor, developing long-term relationships with key customer stakeholders and managing customer health. This role focuses on delivering strategic customer outcomes through proactive engagement, success planning, and cross-functional collaboration. The CSM works to align customer goals with company offerings, delivering continuous value to ensure high levels of satisfaction and customer loyalty.

WHAT YOU'LL DO

  • Cybersecurity Knowledge: Maintains a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests.
  • Solution Expertise: Provides expert guidance on product capabilities, ensuring solutions are customized to fit customer-specific needs and industry requirements.
  • Value Communication: Clearly articulates the business impact of the company’s solutions to help customers achieve their strategic objectives.
  • Customer Journey Management: Establishes and manages the customer journey, ensuring each phase—from onboarding to renewal—drives satisfaction, adoption, and retention.
  • Data Analysis and Insights: Leverages customer data and metrics to proactively identify opportunities for improvement, manage risks, and drive customer success strategies.
  • Action Plan Execution: Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.
  • Customer Health Ownership: Proactively monitors customer health and engagement, deploying strategies to address risks and optimize customer outcomes, reducing the likelihood of churn.
  • Stakeholder Management: Builds strong relationships across customer organizations, working with stakeholders from frontline teams to executive leadership to align company solutions with customer goals.
  • Customer Outcome Focus: Ensures customer success by aligning product value with desired business outcomes, fostering long-term partnerships and customer advocacy.
  • Communication Skills: Delivers clear, impactful presentations tailored to various audiences, ensuring complex topics are understood by both technical and non-technical stakeholders.
  • Empathy and Engagement: Manages complex customer relationships with empathy, engaging customers on a personal level to better understand their needs and provide timely solutions.
  • Sense of Urgency: Prioritizes customer needs and responds swiftly to any potential risks or challenges, ensuring quick resolution of issues to maintain high satisfaction levels.
  • Attention to Detail: Maintains accuracy and consistency across all customer deliverables, ensuring high-quality output in both communication and strategy execution.
  • Risk Mitigation: Monitors customer activity to identify churn risks, taking proactive measures to mitigate potential loss.
  • Upsell and Expansion Opportunities: Identify and nurture upsell opportunities, collaborating with the sales team to drive additional business from existing accounts.
  • Customer Feedback Loop: Collect and communicate customer feedback to internal teams, ensuring the company’s solutions continue to evolve in line with customer needs.
  • Cross-functional Collaboration: Work closely with sales, product, and services teams to ensure smooth onboarding, proactive support, and alignment of solutions with customer requirements.
  • Mentorship: Support junior CSM team members by sharing best practices and providing guidance to ensure high performance across the customer success function.
  • Special Projects: Lead special projects aimed at enhancing customer engagement, optimizing processes, or contributing to broader business initiatives.

QUALIFICATIONS

  • Minimum length of time in current role: Typically 3-5 years
  • Related work experience: 2+ years of related experience
  • Education requirements: Typically requires a Bachelor's degree or equivalent experience
  • Excellent presentation, written, and oral communication skills
  • Strong interpersonal skills and experience initiating and building positive relationships
  • Strong organizational and time management skills with the ability to manage multiple projects
  • Cross functional leadership and team coordination skills
  • Proven ability to navigate difficult and complex customer concerns with ease
  • Creative problem-solver who acts confidently – spearheading solutions to problems that arise
  • Demonstrated ability to research issues in a resourceful manner prior to escalating
  • Subject matter expert in multiple brands
  • Demonstrated negotiation and persuasion skills; ability to be tenacious
  • Able and willing to travel on-site for customer visits as required by the business (up to 25%)
  • Physical Requirements: keyboarding of 80% per day and primarily phone and computer work

At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set.  

As a full-time, exempt employee at Fortra, you’ll enjoy a comprehensive benefits package that includes:  

  • Health, dental, and vision coverage as of hire 
  • Immediate enrollment in 401(k), HSA, and FSA plans 
  • Flexible PTO policy  
  • Tuition and personal enrichment reimbursement 
  • Option to enroll in ID Theft Protection Program   

Check out some of the of the other benefits we offer that are focused on your holistic well-being and our Diversity, Equity, and Inclusion program. 
 

Compensation

$75,000 - $105,000 USD

Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

Create a Job Alert

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

Apply for this job

*

indicates a required field

Resume/CV*

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

Cover Letter

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

Select...
Select...
Select...
Select...

For purposes of this question " sponsorship to work in the United States' means "an H-IB visa petition, an 0-1 visa petition, a CPT visa petition, an E-3 visa petition, TN status and 'job flexibility benefits' (also known as 1-140 portability or Adjustment of Status portability) for long-delayed adjustment of status applications that have been pending for 180 days or longer." (Please ask us if you are uncertain whether you may need immigration sponsorship or desire clarification.)

Select...

Our complete Privacy Policy can be found here. 

Please list a range (numeric values only)

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Fortra’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.