Head of Customer Success
TimescaleSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SaaSIndustries
Requirements
- 10+ years of CS experience working with large enterprises on software solutions
- 5+ years of management experience as a CS team manager or leader
- Experience in a SaaS startup serving customers that include those in mainland China (Fraud, payments, professional services, and eCommerce experience highly preferred)
- Strong management presence and leadership ability, with communication and interpersonal skills that motivate leaders and teams
- Demonstrated operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning
- Excellent communication skills especially at the C-level, with past experience working with senior C-level executives both internally and externally
- Experience building exceptionally strong relationships with cross-functional leaders, sharing a clear vision for your team as well as enlisting internal support for initiatives
- 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 sleeves up and get in the weeds while solving complex operational problems
- Fluent in written and spoken Mandarin
Responsibilities
- Lead a world-class team of CSMs in the GCR region, covering customers in China
- Recruit and develop a high-performing team, helping uplevel CSMs to meet company goals while preparing them for career advancement
- Deliver transformational leadership to keep the team highly motivated, supported, and engaged; be a role model and maximize team strengths
- Own the gross and net revenue retention numbers for the team, building a strategic plan to retain and grow the book of business quarter after quarter
- Independently handle escalated client issues with urgency, providing guidance to the team while serving as an escalation point to deescalate situations
- Lead the GCR team renewal strategies, partnering with cross-functional teams like Sales, Marketing, and Finance to proactively plan renewals
- Work closely with GTM teams (Sales, Pre-Sales, etc.) to align on strategies, forecasting, account plans, and expansion opportunities
- Share key insights about Forter’s product and processes internally with Product and leadership teams to influence the company roadmap
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Senior Manager, Customer Success role?
Candidates need 10+ years of CS experience with large enterprises on software solutions, 5+ years of management experience as a CS team manager or leader, and experience in a SaaS startup serving customers in mainland China, with fraud, payments, professional services, and eCommerce experience highly preferred.
Where is this position located?
The role is based in Shanghai, leading a team covering customers in the GCR region and China.
What are the key responsibilities of this role?
You'll lead a team of CSMs, recruit and develop talent, own revenue retention metrics, handle escalated client issues, lead renewal strategies, collaborate with GTM teams, and share product insights with leadership.
What is the salary or compensation for this position?
This information is not specified in the job description.
What kind of leadership and skills make a strong candidate for this role?
Strong candidates have excellent C-level communication skills, operational excellence in analytical thinking and problem-solving, ability to build cross-functional relationships, and thrive in fast-paced environments driving initiatives autonomously.
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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