Senior Customer Success Manager at Fortra

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Technology, SoftwareIndustries

Requirements

Four-year degree preferred
Excellent presentation, written, and oral communication skills
Strong interpersonal skills and experience initiating and building positive relationships
Strong organizational and time management skills with the ability to manage multiple projects
Cross functional leadership and team coordination skills
Proven ability to navigate difficult and complex customer concerns with ease
Creative problem-solver who acts confidently – spearheading solutions to problems that arise
Demonstrated ability to research issues in a resourceful manner prior to escalating
Subject matter expert in multiple brands
Demonstrated negotiation and persuasion skills; ability to be tenacious
Able and willing to travel on-site for customer visits as required by the business (up to 25%)

Responsibilities

Develop a trusted advisor relationship with customer’s managers and executive sponsors to identify and engage with the Sponsor and stakeholders
Increase customer retention and adoption rates by conducting regular check-in calls, developing success plans, and conducting scheduled business reviews where necessary
Be the single point of contact and escalation for the customer, personally helping with questions/issues
Coordinate with the Services team to understand the clients on-boarding process and ensure customers get off to the right start
Understand and articulate business value to ensure adoption and drive growth through training, development of best practices, to ensure return on the customer’s investment and build customer advocates and champions
Track customer activity to identify churn risk and work proactively to eliminate that risk
Identify upsell opportunities and pass to Sales contact
Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business
Work closely with internal resources on escalation and resolution processes for critical customer issues
Mentor and train new hires and less experienced peers
Serve as a subject matter expert and go-to resource within department and outside of department
Handle larger or strategic customer accounts as requested
Lead special projects
Perform additional duties and projects as assigned by management

Skills

Key technologies and capabilities for this role

Customer SuccessCustomer RetentionAccount ManagementBusiness ReviewsStakeholder EngagementCXO CommunicationOnboarding CoordinationChurn PreventionUpsell IdentificationSuccess Planning

Questions & Answers

Common questions about this position

What compensation or benefits does Fortra offer?

Fortra offers competitive benefits and salaries.

Is this Senior Customer Success Manager role remote or flexible?

Fortra provides flexibility in work arrangements.

What skills are required for the Senior Customer Success Manager position?

Required skills include excellent presentation, written, and oral communication skills; strong interpersonal skills for building relationships; strong organizational and time management skills; and cross-functional leadership and team coordination skills. A four-year degree is preferred.

What is the company culture like at Fortra?

Fortra fosters a collaborative environment with talented team members committed to helping each other succeed, tackling meaningful challenges, and having lots of fun.

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

Strong candidates will have experience building trusted advisor relationships with executives, driving customer retention and adoption, coordinating cross-functionally, and mentoring peers, along with the listed qualifications.

Fortra

Cybersecurity solutions for businesses and enterprises

About Fortra

Fortra provides cybersecurity solutions aimed at protecting businesses from evolving cyber threats. Their products include threat detection and response, data protection, network security, and automation tools, all designed to work together seamlessly. Fortra differentiates itself from competitors by focusing on customer success and offering integrated and scalable solutions that can adapt to the needs of both small and large organizations. The company's goal is to simplify cybersecurity for its clients, ensuring they can operate securely and efficiently in a complex digital landscape.

Eden Prairie, MinnesotaHeadquarters

1991Year Founded

GROWTH_EQUITY_VCCompany Stage

CybersecurityIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Risks

Increased competition from market leaders may impact Fortra's market share and pricing.

Potential class action suit from ransomware attack could harm Fortra's reputation and finances.

Dependency on third-party distributors may affect direct customer relationships and profit margins.

Differentiation

Fortra offers integrated and scalable cybersecurity solutions for diverse business needs.

The company focuses on customer-centric approaches to enhance cybersecurity posture and automation.

Fortra's XDR solution provides comprehensive security across identity, network, cloud, and endpoints.

Upsides

Growing demand for XDR solutions boosts Fortra's market potential and client base.

Strategic partnerships in North America and EMEA expand Fortra's reach and service offerings.

Recognition as a market leader in security awareness training enhances brand reputation.

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