Senior Manager of Customer Success

Forter; New York (NY); Remote; USD 180,000 - 280,000; Full time

Benefits offered by this job

Vision & Dental Benefits

Fitness Subsidies

25 days holiday

Work from home opportunities

Health insurance

Job summary

Forter is seeking a Senior Manager of Customer Success to lead a field-leading team responsible for Strategic and Enterprise+ customers (>$1M ARR). You will build and coach a disciplined, growth-focused CS organization, own renewal forecasting, and drive expansions with executive-level client engagement.

You’ll partner across GTM functions to translate product and customer insights into scalable strategies, while maintaining ownership of team performance, talent development, and risk management.

Qualifications

• Senior Manager with 8-10+ years of Customer Success experience, including large enterprise accounts
• Proven ability to coach under-performers and develop talent
• Experience with MEDDPICC-driven discovery and executive-level reviews
• Track record of net revenue retention exceeding targets

Responsibilities

• Lead a world-class team of Customer Success Managers serving Strategic and Enterprise+ segments
• Own renewal forecasting, risk identification, and expansion opportunities for $1M+ ARR logos
• Coach teams on Success Planning, Account Planning, and whitespace/expansion analysis
• Partner with Sales, Pre-Sales, Marketing, and Finance to drive growth and customer outcomes
• Conduct Executive Business Reviews and align with client executives at top accounts
• Recruit, develop, and retain high-performing talent and manage escalations with minimal oversight
• Shape Forter’s CS fundamentals across the organization and drive performance improvements

Job description

• The Customer Success department is the backbone of everything Forter does, and as Senior Manager of Customer Success you’ll lead a team responsible for our Strategic and Enterprise+ customers, our largest, most strategic logos. Forter’s CS model is growth-focused and outcome-driven: your team doesn’t just retain revenue, they own its expansion
• You’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’ll lead a world-class team, build lasting relationships with client executives, and help shape Forter’s CS fundamentals company-wide
• 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
• Coach your team on Forter’s CS fundamentals (Success Planning, Account Planning, MEDDPICC-driven discovery, whitespace analysis) to build a durable expansion pipeline
• Own escalated client issues with urgency, and lead or support Executive Business Reviews and strategic alignment conversations with client executives on your top accounts
• Recruit, develop, and retain a high-performing team; proactively identify performance gaps and build documented, individualized coaching plans
• 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
• Lead in a way that keeps the team motivated, supported, and engaged

Benefits

• Vision & Dental Benefits
• Fitness Subsidies
• 25 days holiday (excl. bank holidays)
• Work from home opportunities
• Health insurance

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 problemsMastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC (or a comparable methodology), whitespace/expansion analysis, and running structured renewal forecasting, QBR, and EBR processes8-10+ 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 ACVProven 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 leadersTrack record of net revenue retention as a primary KPI, consistently beating >100% targetExperience in a hyper-growth SaaS startup with a technical product; fraud, payments, professional services, or eCommerce experience is a strong bonus