Senior Customer Success Manager at Forter

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Technology, Fraud PreventionIndustries

Requirements

Minimum 5 years of relevant post-live, client-facing Customer Success experience managing large, strategic, and complex accounts
Excellent communication skills, especially at the C-level both internally and externally, with proven ability to develop relationships with customer executives while working on account objectives and engagements
Demonstrated excellence at success planning across a large and complex book of business, including building successful account plans to retain and grow customers while showing urgency in reacting to problems
High fluency in technical topics for a non-technical operator; not afraid to roll up sleeves and understand complex technical concepts; known as the best product expert on past CS teams
Proven track record of landing and expanding large strategic accounts, with a nose for discovering and qualifying upsells and cross-sells; experience with upsell or revenue quota preferred

Responsibilities

Own the end-to-end customer relationship, from go-live through renewal, for largest and most strategic customers while executing a success plan for each
Enable a variety of client stakeholders on Forter’s portal and technology close to go-live, and run ongoing training and enablement afterward
Quarterback high-impact engagements, particularly executive business reviews to communicate Forter’s value and impact to client executives
Procure advocacy from clients in the form of reference calls, case studies, etc., to act as sales accelerators and turn partners into active promoters
Leverage client relationships and knowledge of Forter’s solution to generate upsell opportunities and collaborate with the Sales team
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 Product and leadership teams to influence the company roadmap
Direct client technical inquiries or troubleshooting to the Support team and assist where necessary to ensure a positive customer experience
Maintain clean data within internal systems to ensure accurate information for you and Forter’s leadership about the book of business

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementClient RelationshipsExecutive Business ReviewsRenewalsUpsellRetentionTraining and EnablementStrategic InsightsCRM

Questions & Answers

Common questions about this position

Is this role remote or does it require office presence?

This position is based in New York and follows a hybrid model.

What experience is required for the Senior Customer Success Manager role?

A minimum of 5 years of relevant post-live, client-facing Customer Success experience managing large, strategic, and complex accounts is required.

What key skills are needed for this position?

Candidates need excellent communication skills for C-level relationships, demonstrated excellence in success planning and program management for complex accounts, and high technical aptitude as a non-technical operator.

What is the compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Senior Customer Success Manager position?

Strong candidates have 5+ years managing large strategic accounts, proven C-level relationship building, excellence in program management and success planning, and technical aptitude to handle complex client needs.

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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