Customer Success Manager

Fortra, LLC; España; On-site; EUR 50,000 - 75,000; Full time

Job summary

Fortra, LLC is seeking a proactive Customer Success Manager in Spain to partner with customers and maximize value from our cybersecurity solutions. You will drive adoption, monitor health, and strive for long-term loyalty through strategic planning and executive-level collaboration.

The role requires 2+ years in customer success or related fields, a Bachelor's degree or equivalent, and strong communication. Travel up to 25% may be required to support on-site customer engagements.

Qualifications

• Bachelor's degree or equivalent experience required.
• 2+ years of related customer success or account management experience required.
• 3-5 years in current role is typical for this position.
• Excellent presentation, written, and verbal communication skills.
• Strong interpersonal and organizational skills; able to manage multiple projects.

Responsibilities

• Build and maintain proactive relationships with customers to drive adoption and retention.
• Serve as strategic advisor, aligning customer goals with product capabilities.
• Manage onboarding, renewal, and expansion activities across accounts.
• Monitor customer health metrics and intervene to reduce churn.
• Collaborate with sales, product, and services teams to deliver seamless onboarding.
• Identify and pursue upsell opportunities with existing customers.
• Deliver clear, impactful presentations to diverse stakeholder groups.

Skills

Customer success

Relationship management

Cross-functional collaboration

Communication

Problem solving

Education

Bachelor's degree

Tools

CRM software

Job description

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!We are seeking a proactive and customer-centric Customer Success Manager (CSM) to join our team. In this role, you will partner closely with customers to ensure they derive maximum value from our solutions, driving adoption, satisfaction, and long-term loyalty. You will serve as a strategic advisor to key stakeholders, managing customer relationships, health, and success planning. Your ability to align customer goals with company capabilities will be essential to delivering measurable outcomes, reducing churn, and fostering account growth. This role requires strong collaboration across internal teams to anticipate needs, resolve challenges, and create a seamless customer experience.WHAT YOU'LL DOMaintains a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests.Provides expert guidance on product capabilities, ensuring solutions arecustomized to fit customer-specific needs and industry requirements.Clearly articulates the business impact of the company’s solutions to help customers achieve their strategic objectives.Establishes and manages the customer journey, ensuring each phase—fromonboarding to renewal—drives satisfaction, adoption, and retention.Leverages customer data and metrics to proactively identify opportunities for improvement, manage risks, and drive customer success strategies.Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.Proactively monitors customer health and engagement, deploying strategies to address risks and optimize customer outcomes, reducing the likelihood of churn.Builds strong relationships across customer organizations, working withstakeholders from frontline teams to executive leadership to align companysolutions with customer goals.Ensures customer success by aligning product value with desired businessoutcomes, fostering long-term partnerships and customer advocacy.Delivers clear, impactful presentations tailored to various audiences, ensuring complex topics are understood by both technical and non-technical stakeholders.Manages complex customer relationships with empathy, engaging customers on a personal level to better understand their needs and provide timely solutions.Prioritizes customer needs and responds swiftly to any potential risks orchallenges, ensuring quick resolution of issues to maintain high satisfaction levels.Maintains accuracy and consistency across all customer deliverables, ensuring high-quality output in both communication and strategy execution.Monitors customer activity to identify churn risks, taking proactive measures to mitigate potential loss.Identify and nurture upsell opportunities, collaborating with the sales team to drive additional business from existing accounts.Collect and communicate customer feedback to internal teams, ensuring the company’s solutions continue to evolve in line with customer needs.Work closely with sales, product, and services teams to ensure smoothonboarding, proactive support, and alignment of solutions with customer requirements.Support junior CSM team members by sharing best practices and providingguidance to ensure high performance across the customer success function.Lead special projects aimed at enhancing customer engagement, optimizingprocesses, or contributing to broader business initiatives.Continuously refine and improve business analysis processes to enhance efficiency and outcomes.QUALIFICATIONSMinimum length of time in current role: Typically 3-5 yearsRelated work experience: 2+ years of related experienceEducation requirements: Typically requires a Bachelor's degree or equivalent experienceExcellent presentation, written, and oral communication skillsStrong interpersonal skills and experience initiating and building positive relationshipsStrong organizational and time management skills with the ability to manage multiple projectsCross functional leadership and team coordination skillsProven ability to navigate difficult and complex customer concerns with easeCreative problem-solver who acts confidently – spearheading solutions to problems that ariseDemonstrated ability to research issues in a resourceful manner prior to escalatingSubject matter expert in multiple brandsDemonstrated negotiation and persuasion skills; ability to be tenaciousAble and willing to travel on-site for customer visits as required by the business(up to 25%)Strong problem-solving and analytical skills with keen attention to detail.At Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.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.