Sr. Director, Customer Success

HelpSystems LLC; Eden Prairie (MN); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) enrollment

HSA and FSA plans

Flexible PTO

Tuition reimbursement

ID Theft Protection Program

Job summary

Fortra is seeking a Director of Customer Success to lead a team of Customer Success Managers, driving adoption, retention, and growth for high-value customers. You will align cross-functional efforts with business objectives and ensure measurable outcomes.

The role emphasizes customer-centric leadership, strategic execution, and continuous improvement in a fast-paced environment. The position reports to senior leadership and offers a comprehensive benefits package.

Qualifications

• Leadership experience in customer success or related roles.
• Bachelor's degree; leadership certifications preferred.
• Industry understanding of services and customer success operations.
• Customer-centric mindset focused on satisfaction and loyalty.
• Ability to translate strategy into measurable initiatives.
• Strong communication and cross-functional collaboration skills.
• Results-driven with continuous improvement mindset.
• Adaptability in a fast-paced environment.

Responsibilities

• Lead and mentor a team of Customer Success Managers to achieve goals.
• Implement customer success strategies that drive adoption, retention, and satisfaction.
• Oversee development of long-term customer relationships with key accounts.
• Facilitate cross-functional collaboration with Sales, Marketing and Product teams.
• Drive improvements in the customer journey with personalized touchpoints.
• Monitor KPIs and provide data-driven updates to senior leadership.
• Manage customer health to mitigate risks and reduce churn.
• Champion continuous improvement within the team and processes.
• Identify risks and ensure timely, within-budget delivery of services.
• Advocate for customer needs in product feedback and improvements.
• Support ongoing professional development of the team with training initiatives.
• Ensure compliance with company policies and regulatory requirements.

Skills

Leadership

Strategy

Communication

Collaboration

Results-oriented

Adaptability

Education

Bachelor's degree

Leadership certifications

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!

At Fortra, the Customer Engagement team is committed to fostering a culture of excellence and empowerment, driving innovation, and delivering exceptional customer experiences. Our goal is to ensure that every interaction adds value and leads to meaningful outcomes as we guide customers through their journey with Fortra.

As the Director, Customer Success, you will play a pivotal role in executing the strategies and methodologies set by the Senior Director, Associate Vice President (AVP) or Vice President (VP). You will manage a team of Customer Success Managers (CSMs), supporting their efforts to maintain strong, strategic relationships with high-value and strategic customers. Your focus will be on driving customer adoption, satisfaction, retention, and growth by empowering your team and ensuring alignment with Fortra's business objectives. You will play a key role in solidifying Fortra's reputation as a trusted cybersecurity ally to our customers.

The Director, Customer Success is a senior leadership role responsible for executing upon the Customer Success strategic vision, driving operational excellence, and leading customer-centric initiatives across the customer success organization. This role oversees a team of experienced CSMs and collaborates with cross-functional stakeholders to ensure measurable outcomes, including enhanced customer satisfaction, retention, and growth.

WHAT YOU'LL DO

• Leadership and Team Development: Lead a team of experienced CSMs, providing day-to-day guidance, mentorship, and support to ensure they meet their individual and collective goals. Foster a customer-centric culture, ensuring the team consistently delivers exceptional service and drives customer loyalty.
• Strategic Execution: Work closely with the Sr. Director or AVP, Customer Success to implement customer success strategies that drive adoption, retention, and customer satisfaction. Ensure alignment of customer outcomes with Fortra's business objectives.
• Customer Relationship Management: Oversee the development and maintenance of strong, long-term relationships with customers. Ensure that customer needs are understood and met with precision, while proactively addressing any challenges and fostering trust and collaboration.
• Collaboration and Communication: Facilitate effective communication across departments, including Sales, Marketing, and Product teams, to ensure a seamless, unified approach to customer engagement.
• Customer Journey Optimization: Drive improvements in the customer journey by identifying key touchpoints and opportunities to enhance processes, personalization, and overall customer experience.
• Performance Monitoring and Reporting: Track key performance indicators (KPIs) for the Customer Success team, providing regular updates and data-driven insights to the AVP and senior leadership. Use metrics to continuously refine strategies and improve outcomes.
• Customer Health Ownership: Actively monitors customer health and engagement, implementing targeted strategies for the CSM team to mitigate risks, enhance customer outcomes, and minimize churn.
• Continuous Improvement: Champion continuous improvement efforts within the Customer Success team, identifying opportunities to enhance service delivery, streamline processes, and exceed customer expectations.
• Risk Management: Identify potential risks to customer success and work proactively to mitigate them. Ensure timely and within-budget delivery of services and solutions.
• Cross-functional Collaboration: Partner with product, support, and other internal teams to ensure customer feedback and insights are incorporated into product improvements and innovations.
• Customer Advocacy: Serve as a strategic advisor for key customers, ensuring their needs are met and advocating for their interests within the organization.
• Training and Development: Ensure the ongoing professional development of the Customer Success team by supporting training initiatives and fostering a culture of learning and growth.
• Policy Adherence: Ensure that customer success operations adhere to company policies, procedures, and regulatory requirements.

QUALIFICATIONS

• Leadership Experience: Proven experience in a leadership role within customer success, account management, or related functions (typically 10-12 years). Demonstrated success in managing teams and delivering business results.
• Education and Certifications: Bachelor's degree in a relevant field. Additional certifications or training in leadership, customer experience, or project management preferred.
• Industry Expertise: Strong understanding of the services industry, including customer success management, customer support, and operations.
• Customer-Centric Mindset: Deep commitment to delivering exceptional customer experiences and driving customer satisfaction and loyalty.
• Strategic Execution: Ability to translate strategic plans into actionable initiatives and drive measurable outcomes.
• Communication and Collaboration: Strong communication skills, with the ability to engage effectively with senior leadership, cross-functional teams, and customers.
• Results-Oriented: Focused on achieving key performance metrics, driving continuous improvement, and delivering business value.
• Adaptability: Able to thrive in a dynamic, fast-paced environment, managing multiple priorities and adapting to changing customer needs.

Compensation: 140,000 USD - 180,000 USD

At Fortra, we're breaking the attack chain. 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

At Fortra, work is only part of the story. Explore what Life at Fortra is all about, from perks that support holistic wellbeing to a culture that keeps you connected and empowered to make an impact beyond the job. Visit our website to learn more about why employees choose to work for Fortra.

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.