Principal Customer Success Manager

About the role

The Customer Success department is the backbone of Forter. As a Principal Customer Success Manager you will own the health, retention and growth of strategic accounts, driving renewals, expansion and ROI.

Key responsibilities

• Own the end‑to‑end renewal lifecycle for your portfolio, meeting retention targets.
• Identify and qualify upsell opportunities and collaborate with Sales to expand Forter’s footprint.
• Lead monthly and quarterly business reviews to communicate performance, ROI and strategic impact to client stakeholders.
• Secure client references and case studies to accelerate sales.
• Translate client needs into product insights and maintain accurate data hygiene in internal systems.

Required profile

• 7+ years of post‑live, client‑facing Customer Success experience with a proven record of managing renewals.
• Strong commercial acumen, able to lead executive‑level business reviews focused on ROI and contract value.
• Strategic planning ability to convey client objectives to internal leadership.
• Background in SaaS startups; experience in payments, fraud or fintech is a significant plus.
• Problem‑solving grit and high agency to drive initiatives autonomously.

What we offer

• Competitive salary and bonus plan.
• Restricted Stock Units (RSUs).
• Private health insurance including vision and dental.
• Generous PTO and half‑day Fridays.