Strategic CS Growth Leader — Renewal & Expansion

Forter; New York (NY); Hybrid; USD 162,000 - 200,000; Full time

Benefits offered by this job

RSUs

401K Plan

Health insurance (vision & dental)

Home office allowance

Generous PTO

Job summary

Forter is seeking a Senior Manager of Customer Success to lead a team serving Strategic and Enterprise+ customers with $1M+ ARR and above. You will own GRR/NDR, drive renewal forecasting, and partner across Sales, Pre-Sales, Marketing, and Finance to expand revenue while ensuring top-tier executive relationships.

You will coach and develop a high-performing team, guide success planning and MEDDPICC-driven discovery, and lead executive-level reviews with client leadership to shape Forter’s CS

Qualifications

• 8–10+ years of CS experience with large enterprise customers on technical software solutions.
• 3+ years managing a Strategic or Enterprise+ segment with accounts at or above $1M ACV.
• Proven net revenue retention as a primary KPI, consistently beating >100% target.
• Mastery of CS fundamentals: MEDDPICC, renewal forecasting, QBR and EBR processes.
• Experience in a hyper-growth SaaS startup; fraud, payments, or eCommerce experience is a bonus.
• Proven ability to coach under-performers with documented development plans and strong executive-facing relationships.
• Ability to operate with autonomy and drive initiatives with minimal formal authority.

Responsibilities

• Lead a world-class team of CSMs covering Strategic and Enterprise+ segments ($1M+ ARR) and own GRR/NDR and renewal forecasting.
• Coach the CS team on fundamentals to build a durable expansion pipeline.
• Own escalated client issues and lead executive business reviews with client executives.
• Recruit, develop, and retain a high-performing team; create targeted coaching plans.
• Partner with GTM teams on renewal strategy, forecasting, account plans, and expansion opportunities.
• Maintain motivation, support, and engagement across the team.

Skills

CS leadership

Executive presence

MEDDPICC

Renewal forecasting

Coaching and talent development

Strategic account management

Cross-functional collaboration

Job description

Forter is seeking a Senior Manager of Customer Success to lead a team serving Strategic and Enterprise+ customers with $1M+ ARR and above. You will own GRR/NDR, drive renewal forecasting, and partner across Sales, Pre-Sales, Marketing, and Finance to expand revenue while ensuring top-tier executive relationships.

You will coach and develop a high-performing team, guide success planning and MEDDPICC-driven discovery, and lead executive-level reviews with client leadership to shape Forter’s CS