Strategic Customer Success Leader (Remote)

Fortra; Northern (KY); Hybrid; USD 130,000 - 150,000; Full time

Job summary

Fortra is seeking a Principal Customer Success Manager to lead strategic engagements with a portfolio of high-value customers. You will serve as a trusted advisor to executives, ensuring sustained business value from our cybersecurity solutions.

You will drive adoption, manage escalations, identify growth opportunities, and collaborate with sales, product, and services teams to align Fortra offerings with customer goals across the lifecycle.

Qualifications

• Typically 15+ years of related experience in strategic account management or customer success.
• Bachelor’s degree required; advanced degree preferred.
• Excellent presentation and communication skills; able to influence at executive levels.

Responsibilities

• Lead strategic engagements with high-value customers across the lifecycle.
• Act as trusted advisor to executives, including the C-suite.
• Drive adoption and retention through tailored success plans.
• Identify upsell opportunities with Sales and cross-functional teams.
• Lead executive business reviews and risk mitigation efforts.
• Collaborate with Sales Engineers and Account Executives to design solutions.

Skills

Strategic account management

Customer success management

Executive communication

Cross-functional leadership

Risk mitigation

Churn prevention

Presentation skills

Data-driven decision making

Education

Bachelor's degree

Advanced degree

Tools

CRM software

Data analytics tools

Job description

Fortra is seeking a Principal Customer Success Manager to lead strategic engagements with a portfolio of high-value customers. You will serve as a trusted advisor to executives, ensuring sustained business value from our cybersecurity solutions.

You will drive adoption, manage escalations, identify growth opportunities, and collaborate with sales, product, and services teams to align Fortra offerings with customer goals across the lifecycle.