Strategic Customer Success Manager
Vouched$120,000 - $120,000/year
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, Fintech, E-commerceIndustries
Requirements
- 3-4 years of post-live, client-facing Account Management / Customer Success experience
- Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company’s solution
- Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan
- Experience collaborating with your internal Product, R&D, and/or operations team to understand client needs and communicate product feedback
- Experience enabling and training your clients on how to use your company’s UX both initially and on an ongoing basis
- Experience in a SaaS startup environment, and in either the payments, fraud, or finance industry is a bonus
- Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
- Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
- Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems
Responsibilities
- Enable a variety of client stakeholders on Forter’s portal and technology close to the account going live. Run ongoing training and enablement for clients as well
- Quarterback high impact engagements, particularly monthly and quarterly business reviews to communicate Forter’s performance and value to client executives
- Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters
- Leverage your client relationships and knowledge of Forter’s solution to generate upsell opportunities that you will collaborate with the Sales team on
- Own the retention number for your book of business and oversee the renewal process for expiring client contracts
- Share key insights about Forter’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction
- Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience
- Maintain clean data within our internal systems to ensure that both you and Forter’s leadership team have the most accurate info possible about the book of business
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Customer Success Manager role?
You need 3-4 years of post-live, client-facing Account Management or Customer Success experience, including leading monthly and quarterly business reviews, communicating client objectives to internal leadership, collaborating with Product and R&D teams, and enabling/training clients on your company's UX.
What is the salary or compensation for this position?
This information is not specified in the job description.
Is this Customer Success Manager role remote or does it require office work?
This information is not specified in the job description.
What is the company culture like for Customer Success at Forter?
The Customer Success department is the backbone of Forter, with high trust placed in CSMs who work autonomously in a fast-paced environment, driving initiatives, building client relationships, and contributing strategic insights to the product roadmap.
What makes a strong candidate for this Customer Success Manager position?
Strong candidates have 3-4 years of client-facing experience in SaaS, especially in payments, fraud, or finance, with proven skills in leading business reviews, client enablement, cross-team collaboration, and autonomous problem-solving in fast-paced settings.
Forter
Fraud prevention and identity protection services
About Forter
Forter provides a range of services designed to protect online businesses from fraud and abuse. Its offerings include identity protection to prevent unauthorized access and fraudulent purchases, fraud management that allows businesses to make instant decisions to stop fraudsters, and abuse prevention to identify unauthorized resellers and coupon abusers. Additionally, Forter focuses on payment optimization to enhance trust with banks and improve transaction conversion rates while ensuring compliance with European regulations like PSD2. The company also automates chargeback recovery to help businesses dispute and win claims. Unlike many competitors, Forter operates on a B2B model, charging businesses based on their size and transaction volume, and aims to enhance revenue protection and customer experience for online retailers.
New York City, New YorkHeadquarters
2013Year Founded
$513.6MTotal Funding
SERIES_FCompany Stage
Cybersecurity, Financial ServicesIndustries
501-1,000Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
Home Office Stipend
Unlimited Paid Time Off
Hybrid Work Options
Risks
Rising BNPL services complicate fraud detection and increase payment default risks.
Increased returns fraud challenges Forter's fraud prevention systems.
Shift to social media shopping introduces new fraud vectors for Forter to address.
Differentiation
Forter offers real-time, automated fraud prevention solutions for online merchants.
The company focuses on consumer-centric fraud prevention, enhancing customer experience and growth.
Forter's services include identity protection, fraud management, and payment optimization.
Upsides
Forter's AI enhancements improve decision capabilities, boosting fraud prevention effectiveness.
Partnerships with Shopify, Salesforce, and PwC enhance Forter's competitive positioning.
Integration with Gr4vy streamlines payments and mitigates risks for enterprise merchants.
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