Senior Manager, Customer Success at Forter — United States

About The Role

&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;strong&gt;About the role:&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;The Customer Success department is the backbone of everything Forter does, and as &lt;strong&gt;Senior Manager of Customer Success&lt;/strong&gt; you&#39;ll lead a team responsible for our Strategic and Enterprise+ customers, our largest, most strategic logos. Forter&#39;s CS model is growth-focused and outcome-driven: your team doesn&#39;t just retain revenue, they own its expansion.&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;You&#39;ll build and coach a team that runs disciplined success planning, MEDDPICC-driven discovery, and executive-level business reviews, while independently owning team performance, talent development, and escalations with minimal oversight. In this role you&#39;ll lead a world-class team, build lasting relationships with client executives, and help shape Forter&#39;s CS fundamentals company-wide.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;strong&gt;What you’ll be doing:&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Lead a world-class team of CSMs covering our Strategic and Enterprise+ segments ($1M+ ARR, handpicked strategic logos), owning GRR/NDR and driving rigorous renewal forecasting that surfaces risk and churn exposure well ahead of renewal dates&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Coach your team on Forter&#39;s CS fundamentals (Success Planning, Account Planning, MEDDPICC-driven discovery, whitespace analysis) to build a durable expansion pipeline&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Own escalated client issues with urgency, and lead or support Executive Business Reviews and strategic alignment conversations with client executives on your top accounts&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Recruit, develop, and retain a high-performing team; proactively identify performance gaps and build documented, individualized coaching plans&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Partner with GTM teams (Sales, Pre-Sales, Marketing, Finance) on renewal strategy, forecasting, account plans, and expansion opportunities, and share insights on product and customer trends with Product and leadership&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Lead in a way that keeps the team motivated, supported, and engaged&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;strong&gt;What you’ll need:&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;8-10+ years of CS experience with large enterprise customers on technical software solutions, including 3+ years managing a Strategic or Enterprise+ segment, with accounts at or above $1M ACV&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Track record of net revenue retention as a primary KPI, consistently beating &amp;gt;100% target&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Mastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC (or a comparable methodology), whitespace/expansion analysis, and running structured renewal forecasting, QBR, and EBR processes&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Experience in a hyper-growth SaaS startup with a technical product; fraud, payments, professional services, or eCommerce experience is a strong bonus&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Proven ability to coach under-performers and grow high-potential talent, with documented development plans as evidence, backed by excellent communication and executive presence and a track record of building relationships with client C-level executives and internal senior leaders&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Ability to operate with a high degree of autonomy, driving initiatives and building consensus without formal authority, and willingness to get into the details on complex operational and commercial problems&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;strong&gt;About Us:&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Commerce is evolving faster than the systems built to support it. Agentic AI is redrawing how people buy. Customer expectations have a new ceiling. And bad actors are evolving alongside every advancement.&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Forter was built to meet this moment — and stay ahead of it.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;We are a human-first, AI-built company. Our technology analyzes patterns across a network of over 2 billion shoppers, delivering identity intelligence across the entire commerce journey — from sign-up to checkout to returns — that protects revenue and unlocks great customer experiences simultaneously. With Forter, businesses know who to trust, whether it’s humans or the agents shopping for them. The result: zero friction for the customers who matter. No revenue left behind.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;The world&#39;s most trusted brands — Nordstrom, Instacart, Priceline, Adobe, ASOS, and eBay among them — rely on Forter to get this right. Since 2013, we&#39;ve raised $525M from investors including Tiger Global, Bessemer, Sequoia Capital, and Salesforce Ventures, and today we power commerce decisions for nearly 1 million businesses globally. We&#39;re more than fraud, payments and orchestration – we make trust a competitive advantage.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;strong&gt;Trust is backed by data –&amp;nbsp; Forter is a recipient of over 10 workplace and innovation awards, including:&amp;nbsp;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Great Place to Work Certification (2021, 2022, 2023, 2024,&lt;a href=&quot;https://www.greatplacetowork.com/certified-company/7039960&quot;&gt; 2025&lt;/a&gt;)&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Fortune’s Best Workplaces in NYC (2022, 2023, 2024 and&lt;a href=&quot;https://www.greatplacetowork.com/best-workplaces/new-york/2024?category=small-and-medium&quot;&gt; 2025&lt;/a&gt;)&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Forbes Cloud 100 (2021, 2022, 2023, 2024 and &lt;a href=&quot;https://www.forbes.com/lists/cloud100/?sh=5675f5797d9c&quot;&gt;2025&lt;/a&gt;)&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Anti-Fraud Solution of the Year at the Payments Awards (&lt;a href=&quot;https://www.payments-awards.com/awards/winners24.php&quot;&gt;2024&lt;/a&gt;)&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;strong&gt;Life as a Forterian:&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Forterians are, genuinely, some of the best people you&#39;ll work with. Smart, curious, and deeply good humans who care about the work and each other. That&#39;s not an accident — it&#39;s something we&#39;ve been intentional about since day one, and it&#39;s the thing people mention most when they talk about why they stay. When you&#39;re surrounded by people like this, doing work that actually matters, it changes what a job can feel like.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Forter was built on a simple but powerful conviction: when AI does its job, humans can do theirs better. That philosophy shapes our products and shapes how we work. AI is core to our workflows — not as a shortcut, but as a force multiplier that gives Forterians the space to focus their energy where human judgment is irreplaceable.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;We&#39;re a global team of 500+ people, with regional headquarters in New York, Tel Aviv, London, and Singapore, and employee presence across the US, Canada, Germany, France, Japan, China, and Australia. Our teams are cross-functional by design, and the work you do here is visible, consequential, and connected to the outcomes that matter.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;You&#39;ll have real ownership here and proximity to decisions. And we back that with investment in your growth — RSU offerings, L&amp;amp;D programs built around AI tools, and a culture of recognition rooted in our 4.5 day weeks (aka Forter’s Appreciation Fridays and Sundays). From team outings to local cultural celebrations, we mark the moments that matter — wherever you are in the world. We don&#39;t want Forter to be just another job. We want it to be the place you build.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;If you&#39;re ready to work on a problem that sits at the intersection of AI, commerce, and human trust, this is it.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;em&gt;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.&lt;/em&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;em&gt;If you need assistance or an accommodation due to a disability, please email us at [email hidden]. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.&lt;/em&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;strong&gt;Benefits:&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Competitive salary&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Restricted Stock Units (RSUs)&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Matching 401K Plan&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Comprehensive and generous health insurance, including vision and dental coverage &lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Home office allowance&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Generous PTO policy&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-size: 12pt;&quot;&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;Half day Fridays&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;div&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;strong&gt;Hybrid work:&lt;/strong&gt;&lt;/span&gt;&lt;/div&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;At Forter, we embrace a hybrid work model that blends in-person connection with the flexibility of remote work. Team members based near our key hubs are expected to work from the office at least three days per week. We believe that regular face-to-face collaboration fuels professional development, strengthens our culture, and builds the relationships that help teams thrive.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;strong&gt;*Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes.&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;em data-stringify-type=&quot;italic&quot;&gt;Salary Range: $162,000 - $200,000 annually + bonus + equity + benefits&lt;/em&gt;&lt;/span&gt;&lt;br&gt;&lt;span style=&quot;font-size: 12pt;&quot;&gt;&lt;em data-stringify-type=&quot;italic&quot;&gt;The referenced salary range is based on the Company&#39;s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.&lt;/em&gt;&lt;/span&gt;&lt;/p&gt;&lt;div class=&quot;content-conclusion&quot;&gt;&lt;p&gt;&lt;strong&gt;&lt;a href=&quot;https://www.forter.com/job-applicant-privacy-policy/&quot; target=&quot;_blank&quot;&gt;Forter&#39;s Applicant Privacy Policy&lt;/a&gt;&lt;/strong&gt;&lt;/p&gt;&lt;/div&gt;