Director, Customer Success

United States - New York . Posted 7 days ago

The role

You will lead a team in the AMER region responsible for strategic customers. You will manage 3 line leaders and 20+ individual contributors to drive revenue retention and expansion.

What you will do

Lead a team in the AMER region including 3 line leaders and 20+ individual contributors
Recruit and develop a high performing team
Deliver transformational leadership to motivate and support the team
Own the gross and net revenue retention number for the team
Handle escalated client issues with urgency
Lead team renewal strategies by partnering with Sales, Marketing, and Finance
Work with GTM teams to align on strategies, forecasting, account plans, and expansion
Share product and process insights with Product and leadership teams

Required qualifications

8+ years of CS experience working with large enterprises on software solutions
4+ years of management experience as a CS team manager or leader
Experience in a hypergrowth SaaS startup with a technical product
Strong management presence and leadership ability
Demonstrated operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning
Excellent communication skills especially at the C-level
Experience working with senior C-level executives both internally and externally
Experience building exceptionally strong relationships with x-functional leaders
Ability to work in fast paced environment
Ability to drive initiatives autonomously and gain buy in from stakeholders
Ability to break down ambiguous and nuanced problems into concrete components
Openness to being hands on

Nice to have

Fraud, payments, professional services, and 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.