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Salary: USD 162,000 - 200,000 / annual
Forter is a fraud prevention and identity intelligence platform serving major commerce brands like Nordstrom, Instacart, Priceline, and eBay. The company analyzes patterns across 2+ billion shoppers to deliver identity intelligence across the commerce journey—from sign-up to checkout to returns—protecting revenue while unlocking frictionless customer experiences.
As Senior Manager of Customer Success, you will lead a team responsible for Forter's Strategic and Enterprise+ customers (accounts at $1M+ ARR), the company's largest and most strategic logos. Your team owns growth-focused, outcome-driven customer success: you don't just retain revenue, you drive expansion. You will operate with significant autonomy, owning team performance, talent development, and escalations with minimal oversight.
Key responsibilities include:
- Lead a world-class team of CSMs covering Strategic and Enterprise+ segments, owning gross revenue retention (GRR) and net dollar retention (NDR) targets, and driving rigorous renewal forecasting that surfaces risk and churn exposure well in advance
- Coach your team on Forter's CS fundamentals: Success Planning, Account Planning, MEDDPICC-driven discovery, and whitespace analysis to build a durable expansion pipeline
- Own escalated client issues with urgency and lead Executive Business Reviews and strategic alignment conversations with client C-level executives on top accounts
- Recruit, develop, and retain high-performing talent; proactively identify performance gaps and build documented, individualized coaching plans
- Partner with GTM teams (Sales, Pre-Sales, Marketing, Finance) on renewal strategy, forecasting, account plans, and expansion opportunities; share insights on product and customer trends with Product and leadership
- Lead in a way that keeps the team motivated, supported, and engaged
Forter is a global company of 500+ people with regional headquarters in New York, Tel Aviv, London, and Singapore. The company has raised $525M from top-tier investors including Tiger Global, Bessemer, Sequoia Capital, and Salesforce Ventures. Forter operates a hybrid model with expectations to work from the office at least three days per week for those based near key hubs. The company offers RSU equity, 401(k) matching, comprehensive health insurance, home office allowance, generous PTO, and half-day Fridays.
Requirements:
- 8-10+ years of Customer Success experience with large enterprise customers on technical software solutions, including 3+ years managing a Strategic or Enterprise+ segment with accounts at or above $1M ACV
- Track record of net revenue retention as a primary KPI, consistently beating >100% targets
- Mastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC (or comparable methodology), whitespace/expansion analysis, and running structured renewal forecasting, QBR, and EBR processes
- Experience in a hyper-growth SaaS startup with a technical product; fraud, payments, professional services, or eCommerce experience is a strong bonus
- Proven ability to coach under-performers and grow high-potential talent, with documented development plans as evidence; excellent communication and executive presence; track record of building relationships with client C-level executives and internal senior leaders
- Ability to operate with high degree of autonomy, driving initiatives and building consensus without formal authority; willingness to get into the details on complex operational and commercial problems
