Senior Customer Success Manager - Remote

Overview

The Customer Success department is the backbone of everything Forter does, and as Senior Customer Success Manager, you’ll be a key addition to that team. Forter’s technology is on the cutting edge, and as such, the Customer Success team is in an exciting position to show customers how to benefit from that value. We put a great deal of faith in our CSMs who are responsible not only for customer satisfaction, but also for renewals, expansion, and providing strategic insights. In this role you’ll build lasting relationships with client executives, solve complex business challenges, and grow partnerships, all while developing business, technical, and relationship skills that’ll be the cornerstone of your future career.

In Short

• 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.
• Quarterback high impact engagements, particularly monthly and quarterly business reviews.
• Procure advocacy from clients in the form of reference calls and case studies.
• Leverage client relationships to generate upsell opportunities.
• Own the retention number for your book of business.
• Share key insights about Forter’s product and processes internally.
• Direct client technical inquiries to the Support team.
• Maintain clean data within internal systems.

Requirements

• Fluency in French and English languages is essential.
• 5+ years of post-live, client-facing Customer Success experience.
• Experience leading monthly and quarterly business reviews.
• Experience communicating client business objectives to internal leadership.
• Experience collaborating with internal teams to understand client needs.
• Experience enabling clients on how to use the company’s UX.
• Experience in a SaaS startup environment, especially in payments or finance.
• Ability to work in a fast-paced environment and drive initiatives autonomously.
• Ability to break down ambiguous problems into manageable components.
• Openness to being hands-on in solving operational problems.

Benefits

• Competitive salary and bonus plan.
• Restricted Stock Units (RSUs).
• Private health insurance, including vision and dental coverage.
• Generous PTO policy.
• Half day Fridays, every Friday.