Senior Customer Success Manager

About the role

The Customer Success department is the backbone of Forter. As a Senior Customer Success Manager you will own customer satisfaction, renewals, expansion and strategic ROI for strategic accounts, building executive relationships and solving complex business challenges.

Key responsibilities

• Own the Renewal Lifecycle: act as primary commercial owner for your book of business, managing end‑to‑end renewals and hitting retention targets.
• Drive Net Revenue Growth: identify and qualify upsell opportunities, collaborating with Sales to expand Forter’s footprint.
• Quarterback Executive Value: lead MBRs and QBRs to communicate performance, ROI and strategic impact to client stakeholders.
• Strategic Advocacy: secure references and case studies that serve as sales accelerators.
• Product & Roadmap Influence: translate client business needs into actionable insights for product and leadership teams.
• Data Hygiene: maintain accurate data in internal systems for real‑time visibility of portfolio health.

Required profile

• 5+ years of post‑live, client‑facing Customer Success experience with a proven track record of managing renewals and hitting retention targets.
• Commercial Acumen: experience leading executive‑level business reviews focused on ROI, budgets and long‑term contract value.
• Strategic Planning: ability to communicate client objectives to internal leadership and execute high‑impact account strategies.
• Industry Context: SaaS startup experience; background in payments, fraud or fintech is a significant bonus.
• Problem‑Solving Grit: break down ambiguous problems into concrete solutions and get “in the weeds” to resolve operational issues.
• High Agency: trusted to drive initiatives autonomously and gain buy‑in from a wide collection of stakeholders.

What we offer

• Competitive salary and bonus plan
• Restricted Stock Units (RSU’s)
• Private health insurance, including vision and dental coverage
• Generous PTO policy
• Half‑day Fridays, every Friday