Senior Manager, Customer Success

United States - New York . Posted a month ago

The role

You will lead a team of CSMs responsible for Strategic and Enterprise+ customers. You will coach the team on CS fundamentals, manage renewals, and drive expansion revenue.

What you will do

Lead a team of CSMs covering Strategic and Enterprise+ segments
Own GRR/NDR and drive renewal forecasting
Coach the team on CS fundamentals including Success Planning and MEDDPICC
Own escalated client issues with urgency
Lead or support Executive Business Reviews and strategic alignment conversations
Recruit, develop, and retain a high-performing team
Identify performance gaps and build individualized coaching plans
Partner with GTM teams on renewal strategy and expansion opportunities
Share insights on product and customer trends with Product and leadership

Required 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
Track record of net revenue retention consistently beating >100% target
Mastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC, whitespace/expansion analysis, and renewal processes
Proven ability to coach under-performers and grow high-potential talent
Excellent communication and executive presence
Track record of building relationships with client C-level executives and internal senior leaders
Ability to operate with a high degree of autonomy

Nice to have

Experience in a hyper-growth SaaS startup with a technical product
fraud, payments, professional services, or eCommerce experience

Benefits

Competitive salary
Restricted Stock Units (RSUs)
Matching 401K Plan
Comprehensive and generous health insurance, including vision and dental coverage
Home office allowance
Generous PTO policy
Half day Fridays

About the company

Forter is a human-first, AI-built company that provides identity intelligence to protect revenue and unlock customer experiences. They power commerce decisions for nearly 1 million businesses globally.