Customer Success Manager
4 weeks ago
The Customer Success Manager will be a key addition to the Customer Success department at Forter. This team is responsible for ensuring customer satisfaction, renewals, expansion, and providing strategic insights. The ideal candidate will build lasting relationships with client executives, solve complex business challenges, and grow partnerships.
Key Responsibilities- Enable client stakeholders on Forter's portal and technology close to the account going live.
- Run ongoing training and enablement for clients.
- Quarterback high-impact engagements, particularly monthly and quarterly business reviews to communicate Forter's performance and value to client executives.
- Procure advocacy from clients in the form of reference calls, case studies, etc.
- Leverage client relationships and knowledge of Forter's solution to generate upsell opportunities.
- Own the retention number for the book of business and oversee the renewal process for expiring client contracts.
- Share key insights about Forter's product and processes internally with the Product and leadership teams.
- Direct client technical inquiries or troubleshooting questions to the Support team.
- Maintain clean data within internal systems.
- 3-4 years of post-live, client-facing Customer Success experience.
- Experience leading monthly and quarterly business reviews with client executives.
- Experience communicating client business objectives or issues to internal leadership.
- Experience collaborating with internal Product, R&D, and/or operations teams.
- Experience enabling and training clients on how to use Forter's UX.
- Experience in a SaaS startup environment, preferably in the payments, fraud, or finance industry.
- Ability to work in a fast-paced environment and drive initiatives autonomously.
- Ability to break down complex problems into manageable components.
Digital commerce is built on trust. At Forter, we believe that trust is central to how we operate. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We're meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.
Benefits- Competitive salary.
- RSUs.
- Matching 401K Plan.
- Comprehensive and generous health insurance.
- Home office allowance.
- Generous PTO policy.
- Half-day Fridays.
At Forter, we have embraced a hybrid work model that combines the benefits of in-office collaboration with the flexibility of remote work. Team members are invited to work from the office at least 2 days per week.
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